Tobias Kortas
OTRSmag – The OTRS Blog
for today’s leaders
OTRSmag is packed with strategies and information to help leaders excel in the areas of ITSM, Corporate Security and Customer Service.
Posts by
Tobias Kortas
IT Operations: definition, applications, best practices
In today's world, companies rely on functional IT operations (ITOps for short). This core IT area provides the technical management to keep processes and IT services running. A few tips and best practices can help with challenges such as acute threat situations, AI implementation or automation.
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.
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.
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.
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.
How to Ensure Reliable Protection for Critical Infrastructure
The critical infrastructure is in the spotlight – among security teams and politically. It must be protected from threats so that it is always available to people. This article looks at how this can be achieved.
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.
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.
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.
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.
Categories
- About OTRS Group (21)
- Automation (4)
- Corporate Security (27)
- Customer Service (33)
- Developing a Corporate Culture (12)
- Digital Transformation (56)
- General (97)
- ITSM (42)
- Leadership (22)
- OTRS in Action (8)
- Processes (7)
- Using OTRS (16)
