CUPERTINO, CA--(Marketwire - December 15, 2010) - OTRS (, the world's leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM) solutions, today announced publication of a major case study detailing how OTRS brought order to the IT help desks at Washington State University (WSU).

WSU provides a world-class education to more than 25,000 students on several campuses, with 5,600 faculty and staff. The university's central IT Services had several ad-hoc systems for tracking support requests, using everything from notebooks, to spreadsheets, to a phone call log, to a cumbersome homegrown system with little in the way of statistics and reporting. There was also no structured way to track inter-departmental inquiries. As a result, IT staff was overwhelmed by the thousands of help desk requests that came in at beginning of each school year.

"We were very impressed with the OTRS consultation and training for setup. During the consultation, we were pleased with OTRS' efficiencies in escalating issues to upper tier staff, and the sharing of knowledge across areas," said Jeff Snook, WSU Help Desk Manager.

WSU case study available online
The WSU case study is available for immediate viewing and download at

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About OTRS
OTRS is the leading open-source service innovation suite, providing a Help Desk, an ITIL V3-certified IT service management (ITSM) solution, an associated iPhone app, and an underlying technology platform, delivered as an on-demand Help Desk or as freely downloadable open source software. Over 80,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction, and lower costs. OTRS is available in 27 languages, enabling multinational corporations to consolidate their service operations onto a single, unified solution. Worldwide enterprise support includes process design, implementation, customization, and hosting. Key customers include NASA, Siemens, Nokia, and Toshiba. For more information on OTRS products and services, please visit