Tobias Kortas
Posts by
Tobias Kortas
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 not to be confused with the proactive nature of a service desk—handles incoming requests.
In addition to the skills of the support staff, software support plays a vital role. With the right tools, issues and requests can be easily recorded, categorized, and routed to the appropriate teams.
This article outlines how businesses can choose the most suitable helpdesk ticket system.
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 as possible. Regular system checks, timely updates and patches, and the use of modern software solutions are all crucial.
This post delivers a well-rounded look at what teams should consider with regard to the IT environment entails. It also highlights security considerations.
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, this is a critical area that requires a highly organized, orchestrated approach. These best practices help you manage incidents successfully.
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, but it is still important to differentiate between the two. This article explains how the terms relate to each other - and how they are best used.
ITSM Glossary
The field of IT Service Management (ITSM) is full of important terms and concepts. This glossary provides clarity and a quick overview of relevant knowledge.
((OTRS)) Community Edition: Why it makes sense to switch to OTRS
The ((OTRS)) Community Edition is a popular ticket request system. However, it has some significant downsides compared to the managed system known as OTRS. In addition, many community users don’t know what the current version of OTRS has to offer. This article sheds some light on the subject by briefly and concisely comparing the two versions.
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.
First contact resolution: definition, (dis)advantages and best practices
First contact resolution (FCR) is an important key call center metric. It reveals insight into how effectively the support team is working. It is, however, only effective if companies use it skillfully. In this article, you will learn how FCR can optimize your service management efforts and improve customer satisfaction.
AI in Customer Service
Artificial intelligence in customer service is an important competitive factor. This article explains the importance of artificial intelligence (AI) in customer service, its benefits and useful best practices.
10 best practices for successful service management
The services that companies provide to their customers contribute directly to their reputation and long-term economic stability. It is not just about running a service management system anymore. It is about doing it smartly. This article explains how this works.
Automated customer service: advantages, best practices, examples
Customer service is an important success factor for companies. After all, the image that a customer has of a company manifests itself above all in the service experience. Automation is a promising way to provide fast and individualized services - but caution is advised in some areas. This article explains how good automated customer service works.
DORA: How cyber security works in the financial sector
The DORA regulation means additional work for companies in the financial industry, but it is also an important opportunity. It’s a chance to increase their cyber resilience, respond effectively to incidents and achieve a consistently high level of security.
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.
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.
Awarded – Gartner Digital Markets recognizes OTRS
We are pleased to announce that Gartner Digital Markets brands Capterra and Software Advice have recognized OTRS multiple times in 2024. Our product was mentioned in several flagship reports.
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.
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