OTOBO | Service Management

What OTOBO | Service Management does

OTOBO is the commercial product of Rother OSS GmbH, a privately held German company headquartered in Leiblfing, Bavaria, that was founded in 2019 when Stefan Rother and Martin Edenhofer (the original creator of OTRS and Rother's former colleague at OTRS GmbH) forked the OTRS Community Edition to preserve it as license-free, 100% open-source software under GPL v3.0. The platform is a web-based, modular service management suite that delivers IT Service Management (ITSM) following ITIL best practices, Customer Service Management (CSM), and Enterprise Service Management (ESM) on a unified codebase built on Perl, with add-ons including a CMDB, Service Catalog, Kanban Boards, Ticket Load Balancer, Rocket.Chat integration, and an AI Summary package. Technical differentiators include extensive dynamic field customization (Script Fields with logical operators, DynamicFieldSet, MultiValue) and 93% BITV 2.0 / EN 301 549 accessibility compliance.

The company operates a freemium open-core model: the software is free to download and use, while revenue is generated exclusively through paid professional services — consulting, training, custom development, OTRS-to-OTOBO migration, technical support, and fully managed hosting in German data centers. Distribution is multi-channel: self-serve open-source downloads feed a global partner ecosystem of Enterprise, Premium, and Qualified partners across Europe, LATAM, and APAC, complemented by direct engagement from Rother OSS for enterprise and government deals. The customer base spans automotive, semiconductor, defense/government, healthcare, education, energy/utilities, and manufacturing, with notable logos including Siemens AG, Infineon, NATO, ITZ Bund, and Hyundai. The community contributes 40+ language translations via Weblate, code via GitHub, and peer support via a multilingual forum (German, English, Portuguese, Spanish). With approximately 10 employees and no external funding disclosed, OTOBO operates as a capital-efficient, founder-led open-source vendor.

Name

OTOBO | Service Management

Legal name

Rother OSS GmbH

Website

https://otobo.io

Company type

Private

Founded year

2019

Operating status

Operating

Headcount range

1–10 employees

Short description

OTOBO is a 100% open-source (GPL v3) web-based service management platform covering ITSM, CSM, and ESM, monetized via professional services and a global certified partner network for enterprise and public-sector customers.

Ownership category

akta.pro rank

Headquarters

HQ city

Leiblfing

HQ country

Germany

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Infrastructure, Operations, Marketing or Sales

Revenue model

1. Open Source Software: OTOBO is 100% open source under GPL v3.0 license, available for free download and use without licensing fees. This eliminates software licensing costs for customers.
2. Professional Services: Paid services including consulting for implementation and optimization, training programs for administrators and service agents, custom development and customization, and OTRS migration services.
3. Support Services: Technical support plans tailored to customer needs for smooth on-premise operation of the service management platform.
4. Managed Services: Complete platform operation hosted in German data centers, providing infrastructure management and operational support for customers who prefer not to handle hosting themselves.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels8 records

Core offering

OTOBO is a 100% open-source (GPL v3.0), web-based and modular service management platform that organizations download and self-host to run IT Service Management (ITSM), Customer Service Management (CSM) and Enterprise Service Management (ESM) on a single codebase. Rother OSS GmbH, the company behind OTOBO, monetizes the platform not through licensing but through paid professional services — consulting, training, custom development, OTRS migration, technical support contracts, and fully managed hosting in German data centers.

Product overview

OTOBO is a 100% open source (GPL v3), modular web-based service management platform. The core platform is supplemented by specialized modules for IT Service Management (ITSM — ITIL-aligned), Customer Service Management (CSM — multi-channel), and Enterprise Service Management (ESM — cross-department). Add-on modules extend the platform with specific capabilities: OTOBO Kanban Boards for visual task management, OTOBO CMDB for configuration and asset management, OTOBO Service Catalog for self-service request portals, OTOBO Ticket Load Balancer for automated ticket routing, and Rocket.Chat Integration for team chat collaboration. An AI Summary package provides generative AI summarization of tickets and articles. OTOBO is available as a downloadable installer or Docker image, with professional services including consulting, training, development/customizing, OTRS migration, support, and managed hosting. The community contributes via translations (40+ languages), code contributions on GitHub, a forum, and bug reporting.

Differentiator

Problem solved

Functional benefit

Products and services

• OTOBO Service Management Platform Web-based, modular service management platform enabling organizations to deliver IT and business department services (customer service, HR, facility management) faster and more efficiently. 100% open source and license-free under GPL v3.0.
• IT Service Management (ITSM) IT service management module using ITIL Best Practices for planning, delivering, and managing IT services, enabling standardized and automated ITSM processes such as incident, problem, change, and service request management.
• Customer Service Management (CSM) Customer-facing service management module providing multi-channel communication, smart self-services, and agent productivity tools to deliver fast resolutions and transparent communication.
• Enterprise Service Management (ESM) Enterprise-wide service management module orchestrating internal and external service provider services on a unified platform that scales across departments such as HR, procurement, facility management, and customer service.
• OTOBO Beratung (Consulting) Individual process and technology consulting services to help organizations implement and optimize OTOBO for maximum productivity, delivered by Rother OSS.
• OTOBO Training Training programs for administrators and service agents to enable teams to fully utilize OTOBO features and achieve faster productivity with the platform.
• OTOBO Entwicklung (Custom Development) Custom development services including extensions, feature add-ons, and interface integrations tailored to specific organizational requirements.
• OTRS Migration to OTOBO Migration services enabling organizations to transition from OTRS or OTRS Community Edition to OTOBO, preserving all data, configurations, and processes.
• OTOBO Support Technical support services providing expert assistance for OTOBO operation, issue resolution, and ongoing requirements, offered as recurring support plans.
• OTOBO Managed Services Fully managed hosting and operation of OTOBO in German data centers, including infrastructure management, maintenance, and monitoring.

Quantifiable outcome

• CISS TDI GmbH increased efficiency in order processing by 50% after implementing OTOBO
• +2 more outcomes

Named customers24 records

Segments4 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability3 records

Feature11 records

Partnerships

14 partnerships are on record, tiered core and minor.

• Open KernelcoreImplementation/ SI/ Consulting Partner · 23 April 2026Enterprise Partner based in Hungary providing OTOBO implementation, consulting, and support services across Central and Eastern Europe. Founded in 2026 by the former OTRS Hungary team with expertise in customer service platforms since 2014.
• FREICON GmbH & Co. KGcoreImplementation/ SI/ Consulting PartnerEnterprise Partner based in Freiburg, Germany providing local OTOBO services.
• AytécoreImplementation/ SI/ Consulting PartnerEnterprise Partner based in Medellin, Colombia serving Latin America. Specializes in OTOBO implementation, AWS cloud solutions, and custom development. One of only two Enterprise Partners worldwide.
• Intalio Sp.JcoreImplementation/ SI/ Consulting PartnerPremium Partner based in Poznań, Poland operating since 2010. Provides implementation consulting, training, and support. Specializes in open-source solutions for business and administration including email solutions and service desk systems.
• ONTEC AGminorImplementation/ SI/ Consulting PartnerQualified Partner based in Vienna, Austria with 51-200 employees. Founded in 2001, provides comprehensive IT services including software development, custom solutions, digitalization, network support, database administration, consulting, IT security, managed services, and AI.
• Efflux GmbHminorImplementation/ SI/ Consulting PartnerQualified Partner based in Solingen, Germany founded in 2019. Provides OTOBO implementation consulting, training, support, development, and hosting services.
• IntelicolabminorImplementation/ SI/ Consulting PartnerQualified Partner based in San José, Costa Rica operating since 2001. Provides ITSM consulting and implementation services across Central America with coverage in Costa Rica, Panama, and El Salvador.
• WorNet AGminorImplementation/ SI/ Consulting PartnerQualified Partner based in Geretsried-Gelting, Germany founded in 1992 with 11-50 employees. Provides data center, open source, Linux, hosting, and e-mail security services.
• WOTAN MONITORING | GH-Informatik GmbHminorImplementation/ SI/ Consulting PartnerQualified Partner based in Graz, Austria operating since 1994. Provides WOTAN software for SAP, Change Management Monitoring, End2End Monitoring, and IT Monitoring Software.
• Systemhaus EHSTminorImplementation/ SI/ Consulting PartnerQualified Partner based in Eisenhüttenstadt, Germany founded in 2020. Provides computer service, cloud hosting, smartphone & tablet repair, PC training, online marketing, VoIP telephone systems & video surveillance.
• Service UpminorImplementation/ SI/ Consulting PartnerQualified Partner based in São Paulo, Brazil founded in 2019 with 11-50 employees. Focuses on ITSM solutions through communication software, chatbot implementation, mobile app development, and AddOns for ITSM service systems.
• Perl ServicesminorImplementation/ SI/ Consulting PartnerQualified Partner based in Riedstadt, Germany founded in 2011 with 2-10 employees. Specializes in Perl programming, Perl training, OTOBO, OTRS Community Edition, Mojolicious, and Gitlab services.
• Robotico DigitalminorImplementation/ SI/ Consulting PartnerQualified Partner based in Malaysia (Kuala Lumpur) with operations in Singapore and India. Founded in 2020 with 250 employees. Provides OTOBO implementation, consulting, support, and development/customization services across APAC region.
• RapidmailminorOthersNewsletter service provider based in Germany. Servers operated exclusively in Germany. Used for newsletter distribution with data processing agreement in place.

Scale indicators4 records

Recent moves7 records

Expansion highlights6 records

Market position

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/rother_oss
• GitHubgithub.com/RotherOSS
• YouTubeyoutube.com/@otobo_io
• Facebookfacebook.com/RotherOSS
• LinkedInlinkedin.com/company/rother-oss-gmbh

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about OTOBO | Service Management