OTRS is not really a competitor. It's a crusty open source solution whose only advantage over ServiceNow is that it doesn't cost upwards of $1000/user. It's no

OTRS is not really a competitor. It's a crusty open source solution whose only advantage over ServiceNow is that it doesn't cost upwards of $1000/user. It's not really in the same ballpark. The decision was certainly financially motivated.