General
IT leaders of today are tasked with a full-spectrum of business analysis,
planning, risk assessment and operations tasks. From ITSM and information
security to DevOps and change management, it’s a challenge to keep pace
with the industry. In this section, our internal IT professionals touch on a
variety of best practices, theories and how-tos to help CTOs and management
teams guide the future of their organizations.
Customer service management: background, advantages, functions
Customers expect, demand and deserve excellent service.
Companies must recognize that the quality of service delivery is a decisive factor for their success. After all, winning a customer costs a lot of money. Losing it due to poor service would be a financial mistake.
This article explains how to achieve targeted customer service management in order to protect the bottomline.
Task management: definition, examples, methods, software
Everything in a professional context revolves around tasks. This makes it all the more important to organize them sensibly and purposefully. In order to fully benefit companies, tasks should serve a higher purpose, be well structured and completed on time. This article shows how this can be achieved with effective task management.
10 ITSM Best Practices – Delivery Service More Successfully
Best practices in ITSM are proven methods that ensure the efficient provision and management of IT services. They serve to optimize processes, increase service quality and align with strategic business objectives. The aim is to sustainably promote scalability and customer satisfaction.
IT Solutions: How companies benefit from them
Problem - solution: It's a simple connection, but one that sometimes requires complex steps. An IT solution is more than a piece of software. It is a comprehensive approach that technical support uses to solve a business problem or improve a process.
Here we explain exactly what business IT solutions are, what types exist and how companies can benefit.
IT change management: background, objectives and checklist
IT change management is the key to making IT system changes smooth and efficient. It minimizes risks in a targeted manner and ensures maximum system stability. It also strengthens cross-team communication, meets compliance requirements and promotes seamless collaboration - for uninterrupted business operations.
Mobile device management: definition, applications and best practices
With an ever-increasing and diversified device environment in modern organizations, effective device management is crucial. This article explains what mobile device management is. It also discusses why it is important and how to implement it effectively.
Containerization: Revolutionizing Software Deployment and Management
Containerization has emerged as a state-of-the-art technology, transforming how software applications are developed, deployed, and managed. This article explores the concept of containerization, its key differences from virtual machines (VMs), how OTRS is adapting to this technological landscape, and the numerous advantages it offers our customers.
Elevate the Tenant Experience by Focusing on Maintenance Management
Quality and prompt maintenance is vitally important for long-term renter happiness and satisfaction.
OTRS Group recently surveyed 250 people who are either current or past renters to gain insight into just how valuable proper and reliable maintenance is. The outcome was glaringly clear.
20 Best Practices for IT-Change-Management
This article presents ten best practices for IT change management from ITIL® (Information Technology Infrastructure Library). It also includes ten more practices. These 20 practices give a clear overview of successful change management. This applies to IT and other fields too.
IT Service Catalog: Definition, Benefits and Best Practices
The world of IT services is complex. Numerous services are available in the modern corporate world. A catalog identifies these and provides users with an overview about what’s possible. This article provides an overview of the service catalog and how it may be structured.
Knowledge Management – The Path to Profiting from Experience
Knowledge is a crucial factor in the corporate context - and is becoming increasingly important.
In most companies, information trapped with one person will stiffle efficiency and innovation. Instead, knowledge should be available quickly, validly and in the right format so that many people can use it.
Knowledge management is the practice of making effective use of knowledge and information.
IT support – definition, tasks, and tips
IT support performs an important task for companies. This is the organization that customers reach out to for help with all types of technical inquiries. IT support services can vary greatly – from helping people with standard processes to solving complex technology problems. This article sheds light on what exactly IT support is about and how to get started in the field.
Continuous improvement: principles, goals, relationships
Achieving optimization is not only a frequent objective, but often also an absolute necessity. Companies must constantly improve individual processes and workflows in order to be competitive and strengthen their positions.
Continuous improvement process (CIP) is the article’s topic. The article explains how this can best be achieved, specifically in ITSM.
Data management: definition, benefits and best practices
Data and information are now among the most important resources. The problem is that most companies don't even know what data they have or how to use it. Valid data helps teams understand target groups correctly and create the right messages for them. The more structured the data is, the more easily companies can use it.
Data management, including its benefits and practical tips for companies, is the topic of this article.
Configuration Management – Definition and Best Practices
In increasingly complex corporate infrastructures, structured configuration management is crucial to meet the increasing demands on availability, performance and security. Initially, IT teams exclusively used configuration management. Today, other industries use it as well. However, in this article, we focus on the use of configuration management in support of the IT infrastructure.
AI in ITSM – Importance, Examples and Study
Recently, there has been a lot of AI hype in ITSM. Companies have recognized that artificial intelligence (AI) and automation can significantly increase efficiency, shorten resolution times, improve service availability and much more. Find out all about how AI is revolutionizing IT service management here.
Kanban board – for agile project management
Kanban is a method used in agile project management to make work processes visible and thereby improve them. A Kanban board is a project management tool that uses the principle of visualization. This means teams can work transparently on tasks and problems. This article shows how Kanban can be used effectively and will be used as a feature in OTRS.
Achieving corporate objectives with IT governance
We face numerous challenges in the corporate world. With advanced digitalization and the importance of the technology environment, success depends heavily on the role of IT. Governance, or oversight, is needed to ensure that IT initiatives strategically align with corporate objectives. This article explains IT governance and discusses how it can be achieved.
What are the advantages of artificial intelligence?
Artificial intelligence (AI) is a defining topic in the corporate world. Plenty of organizations are implementing AI systems to automate tasks or make better decisions, for example. This article looks at the specific advantages and disadvantages of artificial intelligence - and how companies can make the best possible use of this technology.
Tips for Successfully Becoming a Customer-Centric Company
A customer centric business model has almost become a buzzword. It sounds great and companies are quick to claim that they focus on customer-oriented needs. The question is if it holds up to their actual lived standards.
It’s simple to say that you put customers at the center of all you do. It is significantly harder to actually operate in that manner. Fortunately, there are steps you can take to improve your relationships with your customers.
AI summaries of texts: tips and importance in ITSM
Artificial intelligence (AI) is becoming increasingly important. The main challenge for companies is using the new technologies effectively. AI-supported summaries of content are a useful way to act more easily, quickly and productively. This article shows how this can best be achieved - and how summaries can be connected to knowledge bases.
AI chatbot: advantages and tips for companies
Artificial intelligence (AI) is already part of everyday life in plenty of areas. One of these areas is chatbots. Conversational AI chatbots are one of the most common applications of generative AI. This article focuses on their advantages, how they work and tips for using them.
Incident Response Plan (IR Plan) – Creation & Template
Don't have an incident response plan yet? You are not alone in this. Many companies do not have fixed procedures for responding to incidents.
In our digitalized working environment, it is crucial to know how to prepare for potential threats and respond to incidents. It is important to protect business processes. In the worst-case scenario, negligence in this area can cripple the entire value chain or lead to severe penalties.
How to Build a Knowledge Base – and Get the Most Out of It
Knowledge is an important success factor for companies, but it often disappears into the black hole of various storage locations. In short: knowledge alone - especially in the hands of individuals - is not enough. It must also be easily accessible and organized. This article shows how customers and employees can use it quickly and flexibly with the help of a database.
Data governance – definition, advantages, tips, tools
Nowadays, we experience an increasing flood of data. It is increasingly important for companies to figure out how to handle data: Who has control over it and what exactly is the best way to handle it? This article sheds light on what data governance is and how companies can best benefit from it.
Incident Response – Definition, Goals and Best Practices
Responding to incidents is crucial for companies - especially those who are considered part of the critical infrastructure (KRITIS). Sometimes it’s even essential for survival. Incidents may be disruptions to business operations or situations that affect the relationship with the customer, for example.
Service Management Software – Key Purchase Considerations
Choosing the right one is a major challenge for service providers and other companies. With the high demand to deliver quality services on the one hand and cost pressure plus a shortage of skilled professionals on the other, companies are forced to use their existing resources as efficiently as possible.
Time Tracking to Maximize Billing and Productivity
Time tracking helps service businesses drive profitability in two ways. For teams that sell services directly, such as agencies, legal teams, or consulting groups, every moment of customer work done equates to additional revenue. For teams that offer support services, maximizing the efficiency of each agent reduces waste and the need for additional workers.
Self-service: what it means
Customers want one basic thing: quick solutions to their concerns and problems. An intelligent self-service portal makes this possible, improving the customer journey and saving service employees’ time. However, it is important that companies approach this area in a precise and structured manner.
Workflow automation – definition, advantages and tips
Automated workflows have considerable benefits for companies. They bring more security to processes and create much-needed freedom for employees and the customer. By achieving more in less time, productivity increases.
Workflow management system: definition, benefits, tips
Good workflow management requires the right system. This article explains how the system adds value and key things to consider when selecting a tool.
Workflow management: How companies benefit from optimized processes
Functional workflows are essential for organizations to be successful. With clear, efficient and goal-oriented processes, tasks can be better completed and results clearly achieved. This article introduces you to workflows, their management and the overall benefits of optimizing them.
Information management: Corralling the knowledge that drives business processes
Information is an important resource that can make a significant contribution to the success of organizations. The challenge lies in having the appropriate information available at a suitable time, in a suitable place and in the right form, optimized for the target group. This article explains how to achieve good information management.
Process optimization – how continuous improvement works
A process is a repeatable path a business takes to achieve its goals. Process optimization is used to analyze this path, improve it and intervene in a targeted manner in the event of obstacles or innovations. This article explains why this is so important, what the goals of process optimization are and which methods are best suited for this.
Process automation: More freedom to drive added value
Challenges, such as high costs and competitive pressure, characterize the professional world. At the same time, many companies are squandering their potential with unnecessarily long routine tasks. The solution is to automate repetitive business processes. This article shows exactly what this means and how it can work for your business.
Process management improves work quality and efficiency
Processes move goals forward. So if a business wants to achieve its goals, it should definitely take a close look at its processes. This article explains what business process management is and how it can be successfully implemented.
Incident Management – Meaning, Objectives and Process
Effective incident management is a key prerequisite for smooth and secure company or organization operation. The following provides a detailed overview of the importance, objectives, roles and processes related to incident management.
Escalation management – how it helps customers and companies move forward
The term escalation has negative connotations. Nevertheless, escalations are important processes that enable us to comply with service level agreements (SLAs) and resolve customer problems more quickly. The escalation process plays an important role in customer service management. This article explains how it can best be managed so that you can wow customers.
How to optimize information flows in the company
Information is supposedly the most important commodity of our time. With the prevailing overload of information, it has recently become important to manage and filter it in a targeted manner - especially for companies. In this article, we explain why accurate information flows are so immensely important and how they can be optimized.
ITSM Processes – Guidelines for efficient ITSM
ITSM processes are essential for efficient IT service management (ITSM). The ITSM framework that’s based on the ITIL (Information Technology Infrastructure Library) forms the basis for this. Find out why no IT organization should be without ITSM processes and what needs to be considered when implementing and realizing them.
IT Change Management Process: How to effectively handle technical changes
The only thing that is truly constant is change, especially within business context. In fact, modern leaders rely on various frameworks for handling change. In the IT organization, the most common framework for handling change to a service is the ITIL change management process. In this article, we'll take a look at this process, its advantages and its role in the future of ITSM.
Problem Management: The path to real solutions
Solving problems is extremely valuable for companies. This is because it guarantees smooth operations and processes in the long term. Here we take a closer look at problem management, its benefits and background as well as provide practical tips for your team.
IT Services Defined. Plus, 10 Helpful Examples.
In the modern corporate world, information technology (IT) services largely determine success and failure. IT forms the backbone of a company and gives it creative power. To stay competitive in business, technology must support profitability and sustainability.
In this article, we offer a definition of IT services and present 10 important examples of what these are. This gives you a comprehensive overview of this important area.
Contact Center Service Types –
Guide For Growing Businesses
As businesses grow, providing the best service to customers becomes more complex. Once, there were only one or two people who simply answered the phone and provided assistance. Now, it's time to evolve: Your business needs a dedicated contact center to better support customers.
Human Resource Management (HRM) – Importance & Functions
Excerpt Human resource management (HRM) is more than just personnel management. It encompasses all areas of an organization's human capital. Learn more about its importance, functions and future development.
Contact Center Solutions – A Comprehensive Guide
Contact center solutions support agents and businesses in their effort to deliver value to the end customer. They make work more efficient and make sure that the service customers receive is of high quality.
What is a Contact Center? Guide to better customer service.
Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other departments. In contrast, contact centers act as a central hub that can be reached via multiple channels to provide direct support to customers.
Help Desk vs. Service Desk
What are the Differences?
Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today.
Field Service Management (FSM) Requirements and Solutions
Field Service Management helps to optimize field service and improve service for customers. Field Service Management software automates workflows and helps with everything from resource planning to order processing.
What Is Asset Management?
A Pathway to Better Asset Control
Asset management is the practice of gaining the most possible value from assets. Optimizing the use of your company's assets has financial and sustainability benefits. Asset management is the key to ensuring this optimization.
What is an IT Service Desk?
What is a service desk and how does it differ from a help desk? What advantages does it offer, what tasks does it have, and how does service desk software provide support?
CSR at OTRS – A Look Back at 2022
The OTRS Group continued to expand its corporate social responsibility activities in 2022. The focus of our CSR measures this year was once again on sustainable and social projects. A look back.
Excelling in Customer Service Through Social Media – Best Practices and Tips
Customer service is the core component of an excellent customer experience (CX). With social media, you can improve customer service. Optimizing customer satisfaction and strengthening the brand are the goals. Learn the facts and tips here.
HR Processes – Digitization and Automation as the Key to Success
Today more than ever, HR management must be future-oriented. HR departments that are adapted to the times no longer have only administrative activities, but also contribute to the success of the company. Well-functioning and automated processes are prerequisites for this.
Service Level Management (SLM) – Objectives and Processes
Service Level Management (SLM) is an ITIL discipline and the basis for the successful implementation of IT service SLAs. Learn how to ensure that all service level management objectives are met and how ITIL 4 processes can help.
Service Level Agreement (SLA) – Definition and Implementation
A service level agreement (SLA) is a general agreement between a customer and a service provider. It defines services and related response times. What does an SLA contain, and how is it used?
HR Transformation – For Future-Oriented Personnel Management
Finding and retaining suitable employees is becoming increasingly difficult. Today more than ever, HR management must be fit for the future. To achieve this, HR transformation is essential. We take a look at why.
IT Asset Management (ITAM) – Definition, Benefits and Software Requirements
IT Asset Management is essential for the efficient and secure management of IT assets. Avoid downtime and unnecessary expenses. Learn which important features an ITAM software solution should have.
Service Management – Definition and Goals
Service management deals with the optimization of services provided to customers and much more. Learn in more detail what needs to be considered in service management and how it can contribute to the success of your company.
What is CRM? How does it support customers and help the business?
More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?
Whistleblower System According to EU Whistleblowing Directive – A Guide
From 2023, it will be mandatory for companies, authorities and organizations with 50 or more employees to create a whistleblower protection system. Learn what needs to be considered and how OTRS can support you.
Knowledge Management in Customer Service
Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
Customer Service Templates
Customer Service Templates provide OTRS agents with ready-to-use and customizable text templates. Keeping consistent information for the customer and saving admin time!
Change Management – Models, Processes and Software
Change Management enables the structured implementation of activities that are necessary to achieve the goals of an organization or company. Learn two of the most important models and reduce your company's risk during the change process. With the right software, you reduce the risks for your company in the change process.
ISO 27001 Certification
ISO 27001 certification signifies that a company or organization has established an ISMS that is in line with the international standard. Learn what you need to look out for and how to find the right ISMS solution to support certification efforts.
Top 3 Questions On How to Modernize Your APAC Business
Business owners ask me these three questions about moderinizing their businesses. Here are my answers.
Professional HR Processes With Movement in the Job Market
The current movement in the labor market increases the opportunity for companies to recruit new skilled workers. Professional HR processes support this and ensure that they stay.
Cloud solutions for enterprises – loss of control or blessing?
Companies are increasingly opting for cloud solutions, and manufacturer portfolios reflect this. What does this trend mean, and why are there still on-premise solutions?
Risk Management Software – Function and Application
Risk management software helps organize, manage and control a company's risk based on up-to-date data.
Why process automation is easier with experts
The decision to automate a process is not the end of the story. It's the implementation that counts - and that's easier with experts. Let's see why.
What is Governance, Risk & Compliance (GRC)?
Governance, Risk & Compliance (GRC) defines the 3 most important areas of corporate governance.
Solutions for Common Challenges in Facility Management
What does facility management mean today?
What are the challenges and
how can they be met?
Risk Management –
Process, Analysis and Methods
Risk management is an essential component of GRC alongside corporate governance. This is how you prepare your company for risks and recognize opportunities.
A Look Back at Our 2021 CSR Activities
Another year full of ups and downs. Yet we have maintained our commitment to social and sustainable CSR activities throughout 2021.
Business Process Automation Trends: Where Do Companies Stand?
What is the state of workflows and business process automation in companies? The latest OTRS Spotlight looks at obstacles and BPM trends.
What is important in customer service as the company grows?
What are the challenges for customer service in growing companies, and how can they be met?
Resource Management Improves Business Efficiency
Drive efficiency with resource management. Understand what risks exist and how to avoid these.
Automate Process Workflows to Improve Service
Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
Which is Better for a Growing Company: Software, Service or a Complete Solution?
What technology options do companies face as they try to manage growth?
Digitalization in Schools: Five Tips for Implementation
Digitalization in schools is still going slowly. What can be the right path to a digitalized school? Five tips.
True or False: It Costs More to Work with a Solution Expert
When you are a business and spend money to have a product implemented, trial/error, exploration or educated guessing lead to lots of rework and costly mistakes. How can you avoid this?
Taking a Look at 2021
What trends will shape your IT organization or business in the upcoming year? Christopher Kuhn, COO OTRS Group, gives an outlook.
Buy Safely Online – With These Tips There Should Be No Unpleasant Surprises
More and more shopping takes place online. But it is also becoming less secure. What do buyers have to do to buy safely online?
7 Cost-Cutting Measures That Put Your Business At Risk
Are you planning budget for 2023? We give you 7 tips on what you should pay attention to now and what you shouldn't cut costs on.
Best Practices for Working in the Home Office
Establishing a new habit often takes time. Home office is becoming more of a standard, so we've compiled best practices for you.
Change – Success Depends On You
Changes are part of life. But what do you need to keep in mind when things change, especially when they come unexpectedly?
Changing One’s Sense of Being with Regard to Work and Life
The CEO of OTRS Group shares his thoughts on the impact of the Corona crisis and its effect on the future.
Business Trends to Watch in 2020
What are the trends for 2020 when it comes to your company? We give you an overview.
Don’t Bet Your Business on a Grey Market Solution
Why is the cooperation with a grey market provider a risk? What problems can occur if you work with such a solution?
Building a Business in Asia
Udo Kampelmann, Managing Director OTRS ASIA, gives insights what is important if you want to start a business in Asia.
What is ITIL?
ITIL creates more efficiency and better service for your customers through a framework of best practices and processes. ITIL helps you add value for your customers and business.
Silver Society – The young old people
Older workers are often considered less efficient, less innovative in their thinking and not open to change. Is that true or do we have to change our attitude?
Are You Asking the Right Questions About Automation?
Automate processes and create space for others. When does it make sense? When is the processing by employees make more sense? Read the advantages and disadvantages here.
Cloud or no cloud –
that is the question!
OTRS offers both.
Asking whether or not the cloud is the best option for you? Consider this.
