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Helpdesk Ticketing Systems: Criteria, Use Cases, Benefits, and Tips
Effective customer support and service are crucial for companies and their clients. As a key element of customer service, the helpdesk—closely related to but …

ITIL Incident Management – Definition, Benefits, and Process
In a more digital work environment, delivering IT services smoothly is important for organizations to succeed. IT teams face the challenge of restoring normal …

IT Infrastructure: Definition, Best Practices, Solutions
A reliable IT infrastructure is essential for protecting against cyber threats and securing sensitive data. IT environments must be as secure, stable, and resilient …

Best practices for incident response management
Sophisticated incident response management makes it possible to respond well to incidents, contain their consequences and routinely increase security. As the stakes are high, …

ITSM vs. ITIL: The differences between the discipline and the framework
ITSM stands for IT service management. People often use this and the term Information Technology Infrastructure Library (ITIL) interchangeably. They have many important parallels, …

IT Security Trends 2025: 5 Priorities for Decision-Makers and Security Teams
The findings from the “OTRS Spotlight: Corporate Security 2024” survey* reveal a significant shift in how organizations approach IT and cybersecurity. IT security is …