Anna Brakoniecka completed her degree in business at the Chemnitz University of Technology, Germany, and has successfully worked on many very different tasks in marketing and sales for companies like Lufthansa AirPlus and BMW. Since 2009, she has been supervising the integration project Scholar Online Europe and since 2010, she has been working for the c.a.p.e. IT GmbH as sales consultant. c.a.p.e. IT puts emphasis on service management and open source solutions. In accordance with its focus, c.a.p.e. IT is an active member of the OTRS community and a very important service provider within OTRS in the German speaking area: Germany (D) Austria (A), Switzerland (CH).