Pan-European Research and Education Network provider Géant Limited relies on cloud-based IT service software

OTRS Group, the world’s leading provider of open-source and cloud-based IT service software solutions, is announcing the successful go-live of the cloud-based IT service software OTRS Business Solution Managed implemented at Géant Limited, IT solution provider for the Pan-European Research and Education Network Géant.

Géant interconnects Europe’s National Research and Education Networks (NRENs), linking over 50 million users at 10,000 institutions across Europe and thereby supporting research in areas such as energy, the environment, space and medicine. Operating at speeds of up to 500Gbps and reaching over 100 national networks worldwide, Géant represents the largest and most advanced research and education network in the world. In order to provide their extremely large user base with excellent IT services such as network application services, IP connectivity services, network monitoring solutions and virtual machine solutions, Géant chose OTRS out of 30 previously evaluated systems. The determining factors in this decision were the full administrative control, offered by the solution, the efficient and reliable management of the infrastructure and the 24×7 support provided by the vendor OTRS Group at a competitive price.

In the words of Tony Barber, task leader of the multi-domain service desk at Géant and responsible for the implementation of OTRS Business Solution Managed Platinum: “As in most cases the tool drives the business, we are very satisfied with our OTRS solution, that now consistently tracks the service requests of our users and collects all the relevant data in one place. We were also pleased about maintaining such a close relationship with OTRS Group when bringing this project to life. Now we are expecting this investment to bring down our IT costs considerably in the near future and to improve our customer service.”

Barber further emphasized the importance of having full control on the IT service software. He appreciates, amongst other benefits, the possibility to independently change response templates, add new email addresses for queues or perform other simple tasks without repeatedly having to request technical support by the vendor, as it was the case with their former system. “Of course, it also saves us a lot of costs,” he added.

Christopher Kuhn, OTRS Group’s COO, considers new and demanding customers such as Géant to be highly important for the further development of the company: “To provide a reliable, flexible and cost-effective IT service software solution for such an important and vast research and education network as Géant is truly a challenge. A challenge, we mastered professionally and creatively. Even if OTRS initially did not offer certain features, Géant needed, we quickly came up with new developments that will improve OTRS even further and will certainly convince other customers as well. This way, we are not necessarily following the trends of the market, but we always follow the trends that our customers set for us, which is what makes us stand out from our competitors.“