OTRS AG appoints CTO and switches to rolling release

OTRS AG announces the appointment of Benjamin Müller as CTO, effective July 01, 2023, and presents its product (development) strategy.
  • EVP becomes CTO: Benjamin Müller joins OTRS AG Executive Board as Chief Technical Officer on July 1, 2023
  • OTRS 8 becomes OTRS: Starting in fall, development will continue as rolling release
  • Ticketing system becomes business process management system: OTRS is developed into a platform for business process management and automation

Oberursel, July 06, 2023 – Effective July 01, 2023, Benjamin Müller complements the management board of OTRS AG as Chief Technology Officer (CTO). In his new role, he will be responsible for the company’s product development and will lead the software portfolio into the next innovation phase. This includes that, starting in the fall, the development of the service management suite’s OTRS will continue as a rolling release. The current version OTRS 8 will then become OTRS. This way, customer and market requirements can be identified even earlier in the future and can be incorporated more quickly into product development in order to provide customers with new or improved functions much more frequently and to improve performance. In addition, OTRS will be developed into a platform for business process management and automation. To complete this transformation, a technical modernization in the form of a redesign of the backend is also on the agenda.

Focus on customer centricity, technical modernization and innovative strength

As CTO, Benjamin Müller will drive this transformation forward and focus on ensuring that OTRS AG’s software solutions continue to meet technological standards, remain highly performant, and continuously provide customers with new functions. Since the very beginnings as a ticketing system, many smaller steps were carried out in OTRS to map and automate business processes. OTRS AG is now focusing on this approach and is using its many years of expertise, particularly in the area of IT service management, to develop a wide range of software solutions. Thereby, OTRS grows from its beginnings as a ticketing system to a flexible platform for the management of business processes, on the basis of which diverse use cases can be modeled.

The reconstruction from a monolithic to a service-oriented software architecture required for this will progress step by step. At the center of the revision are the introduction of a new programming language as well as the transition to a containerized operating environment. This forms the basis for successively expanding the range of solutions to include functions, areas and technologies that are relevant to users now and in the future. Meanwhile, OTRS customers will continue to be provided with bug fixes, security updates and new features. For example, soon after the transition to rolling releases, they will benefit from the introduction of a central IAM (Identity and Access Management) which will allow them to integrate additional authentication methods.

Technical expertise and business vision

Before his appointment as CTO, Benjamin Müller was Executive Vice President for OTRS AG and responsible for the OTRS Solution. In this position, he shaped the customer-centric product and solution portfolio and led sales of the SaaS-based offering.

André Mindermann, CEO of OTRS: “Benjamin Müller has impressively proven over the past years that he can make an important contribution to the further development of our company and our software solutions. With his know-how in designing software architectures and his experience in dealing with IaaS, PaaS, and SaaS providers, he has shaped the OTRS Solution. As CTO, he will bring this expertise to OTRS AG at board level and thus play a key role in shaping the future of our company. We will benefit greatly from his creative personality and his drive to drive innovation and new business opportunities as we look ahead to the ubiquitous and ever-increasing digital transformation.”

Benjamin Müller, CTO of OTRS: “I am very much looking forward to actively accompanying the development of OTRS AG in the future in a leading role as CTO. In doing so, the focus will be on customer-centric product development, which will have a significant impact on strategic decisions of the company and ensure the long-term growth of OTRS.”

Before joining OTRS AG, Benjamin Müller was Consultant and Solution Architect at software solution provider Software AG, responsible for consulting and implementing IT solutions to manage and optimize customers’ key business processes, and held a senior position as Lead Architect and Head of Development at industry digitization company ADAMOS GmbH. Benjamin Müller also worked freelance in the field of IT infrastructure. He studied Business Information Systems at Darmstadt University of Applied Sciences.

Bild: Benjamin Müller, CTO der OTRS AG (Quelle: OTRS AG)


About OTRS Group

OTRS Group is the manufacturer and the world’s largest provider of the enterprise service management suite OTRS, awarded ITIL®4 Accredited Tool Vendor. It offers companies industry-independent solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solutions STORM and CONTROL ensure efficient cybersecurity incident management and transparent documentation in accordance with standards such as ISO 27001.

Among its customers are Lufthansa, Airbus, Porsche, BSI (Federal Office for Security in Information Technology), Max Planck Institute, Toyota and TUI Cruises. The company consists of OTRS AG and its five subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange.

For more information, see www.otrs.com.

Press Contact OTRS:
Address OTRS AG
Zimmermühlenweg 11
61440 Oberursel
Name Laura Bug
Phone +49 6172 681988-32
Email pr@otrs.com

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