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Recent Articles
SLA vs. XLA: The Promise of an Experience-Centered Approach
Traditionally, ITSM has relied heavily on Service Level Agreements (SLAs),
  • Customer Service, ITSM
Trends and Forecasts: ITSM in 2026 – and Beyond
IT Service Management is undergoing a transformation so profound that
  • ITSM
Cyber Threat Management: Background, Examples, Steps, and Challenges
Cyber threats no longer appear as isolated and easily recognizable
  • Security & Compliance
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Blog

Today’s IT leaders face a broad spectrum of challenges—from strategic planning and risk management to day-to-day operations. Keeping up with ITSM, information security, DevOps, AI & ML, and change management requires constant adaptation and forward-thinking.

In this blog, our IT experts share best practices, emerging theories, and hands-on guides to help CTOs and management teams navigate the complexities of the industry. Our goal: to provide valuable insights that empower organizations to stay ahead and thrive in an ever-evolving digital landscape.

SLA vs. XLA: The Promise of an Experience-Centered Approach
Traditionally, ITSM has relied heavily on Service Level Agreements (SLAs), which govern the relationship...
Trends and Forecasts: ITSM in 2026 – and Beyond
IT Service Management is undergoing a transformation so profound that many are now referring instead...
Cyber Threat Management: Background, Examples, Steps, and Challenges
Cyber threats no longer appear as isolated and easily recognizable events. They often develop in a distributed...
Statement of Applicability (SoA): Background, Benefits, Controls
Organizations should always place the highest priority on security, especially in today's AI era. A Statement...
The Benefits of a Central Service Management Platform
Enterprise Service Management (ESM), the extension of ITSM principles to other business functions, creates...

SLA vs. XLA: The Promise of an Experience-Centered Approach

Service Level Agreements (SLAs) are increasingly being complemented or replaced by Experience Level Agreements (XLAs). This article explains what they are and how they differ.

Trends and Forecasts: ITSM in 2026 – and Beyond

This article outlines the most important current ITSM trends and provides a comprehensive forecast for the future of ITSM.

Cyber Threat Management: Background, Examples, Steps, and Challenges

Responding effectively to threats is more important than ever. This article explains the background, examples, steps, and challenges of Cyber Threat Management.

Statement of Applicability (SoA): Background, Benefits, Controls

A Statement of Applicability is essential for information security in organizations. This article explains what it is and why it matters.

The Benefits of a Central Service Management Platform

Implementing a central platform for service management offers numerous benefits. This article explains what they are.

ITAM vs. CMDB: Differences, Similarities, Practical Use

ITAM and a CMDB are often confused, but there are important differences between them. This article explains what those are.

AI Maturity: Background, Model, Best Practices

Addressing AI maturity paves the way for meaningful and successful AI adoption. Learn more.

10 Best Practices for AI in IT

Exactly how companies introduce and use AI is becoming an increasingly important success factor. This article outlines ten useful best practices for doing so.

How to Effectively Strengthen Cyber Resilience

Developing a cyber resilience strategy is becoming increasingly critical for business security. This article explains why.

How AI and Best Practices Create Personalized Service

Companies and their customers benefit from personalized service experiences. This article explains how to make them successful.

Shadow AI and Its Risks

Shadow AI has become a major topic. This article explains its risks and strategies for dealing with it.

Customer Satisfaction Score (CSAT): Meaning, Calculation, Advantages, and Disadvantages

The Customer Satisfaction Score (CSAT) is an important metric, especially in service and support. This article explains to what extent it is useful.

Business Continuity Management (BCM): Background, Goals, and Benefits

Business Continuity Management (BCM) is incredibly valuable for corporate security. This article explains in detail why that is the case.

IT Asset Visibility: Importance, Benefits, and Best Practices

IT assets must be under control. This article explains why asset visibility is important and how it can be achieved.

AI and IT Security: Between Opportunities and Risks

AI is having a significant impact on IT security today. This article explores what that looks like and how organizations can respond.

Automatic Ticket Routing: Background, Benefits, Best Practices

This article explores automatic ticket routing and shows how to implement it effectively.

((OTRS)) Community Edition vs. Forks vs. OTRS

This article explores the history of software solutions that originated from OTRS, today known as the ((OTRS)) Community Edition.

How Enterprise Service Management Improves Service Quality Beyond IT

Discover how ESM improves service quality through structured workflows, automation and better employee experience.

The Path to Effective Ticket Management

Ticket management is crucial for good customer service. This article shows the key pillars for building it.

How to Best Use AI and Automation in the Service Desk

AI and automation are now widely used in service processes. This article explains how to successfully implement them.
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How to Improve the Maturity of Your IT Asset Management

ITAM maturity determines how effectively organizations can work with their IT assets. This article explains how it can be improved.

The most important ITSM Metrics and Best Practices

Working with ITSM metrics leads to added value, such as better budget allocation. This article presents the most important of these.

Why ITSM Is a Matter of Leadership

In ITSM, leadership often plays an underestimated role. This article explains its influence in relation to the tool and technology set.

Using AI-Powered Solutions for ITSM and ESM

Discover how AI-powered ITSM and ESM improve resolution times, productivity and service quality through structured workflows and measurable outcomes.

IT Service Continuity Management: Objectives, Best Practices, Checklist

IT Service Continuity Management protects against severe incidents. Learn how companies can prepare for worst-case scenarios.

Intelligent Service Management: AI, Automation and More

Service management is undergoing transformation. This article outlines how it can operate intelligently in today’s AI-driven world.

The Most Important Skills for the AI Era

As AI spreads, different human skills are coming into focus. This article shows which of them are the most important.

ITOM vs. ITSM: Differences and Similarities

ITOM and ITSM are similar approaches that work best symbiotically together. This article highlights the differences and similarities.

Customer Interaction Management (CIM): Definition, Benefits, Capabilities, Challenges

A proper Customer Interaction Management becomes increasingly important in the modern service landscape. Learn how to use it effectively.

Agentic AI vs. Generative AI: Comparison and Best Practices

Agentic and generative AI serve different purposes. This article compares them and provides advice on how to use them effectively.
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