GMP Networks has customized a popular open source trouble ticketing system called OTRS (Open Ticket Request System). OTRS has over 30,000 downloads to date and is under active development by the open source community.

Symantec ServiceDesk is a powerful ITIL-based incident, problem, change, release, and knowledge management tool that improves availability and service levels while reducing costs. Based on best practice processes ServiceDesk is designed for fast implementation, easy integration, drag-and-drop customization and optimization of IT processes to deliver immediate benefits. GMP has stood up a full implementation of service desk in our lab for demonstration to customers.

GMP Has a full working copy of Symantec Enterprise Vault running in the lab. The implementation includes email archiving, file system archiving and the Discovery Accelerator. Enterprise Vault is a full featured archivng solution from Symantec that includes features such as legal discovery and legal hold.

At GMP Networks, we pre-install all software and hardware prior to bringing it onsite. To do this, we make extensive use of a Microsoft Hyper-V virtual environment. The environment can simulate a customer’s network using Linux virtual machines to act as routers and Windows machines on which to install software.