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OTRS
OTRS is a flexible and customizable service management platform
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Purpose-built solutions apply this system to specific service use cases.
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  • 27/10/2026
it-sa

it-sa is one of the largest dialog platforms for industry-specific IT security solutions. It will take place from October 27 to 29, 2026 in Nuremberg.
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Recent Articles
AI and IT Security: Between Opportunities and Risks
Artificial intelligence (AI) has gained significant relevance – and benefits...
  • AI & Automation, Security & Compliance
Automatic Ticket Routing: Background, Benefits, Best Practices
In customer service, fast responses and reactions are required ones...
  • AI & Automation
View OTRS Blog
Case Studies with OTRS

OTRS success stories highlight how real customers use OTRS to improve service & automate business processes to achieve operational success.

Success Stories

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.

AI and IT Security: Between Opportunities and Risks
Artificial intelligence (AI) has gained significant relevance – and benefits companies in many ways....
Automatic Ticket Routing: Background, Benefits, Best Practices
In customer service, fast responses and reactions are required ones that truly help and resolve the respective...
((OTRS)) Community Edition vs. Forks vs. OTRS
TOC    The ((OTRS)) Community Edition, the current forks that have inherited its...
How Enterprise Service Management Improves Service Quality Beyond IT
Internal services should be easy to use. In practice, they often are not. Requests move through emails,...
The Path to Effective Ticket Management
Backlogged tickets, long response times, frustrated customers: without effective ticket management, things...

AI and IT Security: Between Opportunities and Risks

Automatic Ticket Routing: Background, Benefits, Best Practices

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

How Enterprise Service Management Improves Service Quality Beyond IT

The Path to Effective Ticket Management

How to Best Use AI and Automation in the Service Desk

How to Improve the Maturity of Your IT Asset Management

The most important ITSM Metrics and Best Practices

Why ITSM Is a Matter of Leadership

Using AI-Powered Solutions for ITSM and ESM

IT Service Continuity Management: Objectives, Best Practices, Checklist

Intelligent Service Management: AI, Automation and More

The Most Important Skills for the AI Era

ITOM vs. ITSM: Differences and Similarities

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

Agentic AI vs. Generative AI: Comparison and Best Practices

MTTR: Definition, Calculation, Best Practices

AI Ticketing: Advantages, Disadvantages, Strategies

Intelligent Automation: Definition, Background, and Applications

How to Achieve 2026 Budget Targets with Data-Driven ITSM

Outlook: How SMBs Will Succeed with IT in 2026

Change Management Software: Solutions, Comparison, Interdependencies

Service Level Management: Benefits and Application in the Ticketing System

The Future of Service Management: Automation, AI and Beyond IT

Self-Service Portal: ROI and Benefits

IT Budget: Status Quo for Companies and Outlook

How to Improve Support Productivity

Enterprise Service Management: Definition and Solutions

IT Operations Management (ITOM): The Silent Backbone

CMDB Software & Tools: Definition, Functions, Examples

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