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Recent Articles
Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations
In ITSM, many service providers face a fundamental question: Should
  • Customer Service, ITSM
Human vs. AI: How Both Are Shaping the Modern Workplace
The age of AI requires us to ask new questions
  • AI & Automation, Leadership
Experience Management: The New Key Factor for Services
Traditional service management is based on metrics that measure success.
  • Customer Service
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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.

Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations
In ITSM, many service providers face a fundamental question: Should they focus on preventing tickets...
Human vs. AI: How Both Are Shaping the Modern Workplace
The age of AI requires us to ask new questions and fundamentally realign competencies. What AI is needed...
Experience Management: The New Key Factor for Services
Traditional service management is based on metrics that measure success. Service level agreements (SLAs)...
AI Agents vs. Chatbots: Comparing Concepts
AI agents and chatbots are both highly relevant: Although advanced chatbots have only existed for a few...
What Agentic AI Is and How to Use It Effectively
Agentic AI is one of the most important innovation topics of our time. It has the ability to autonomously...

Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations

In service, the question often arises whether to prevent tickets or allow them to be created and then resolve them quickly.

Human vs. AI: How Both Are Shaping the Modern Workplace

In the modern workplace, humans and AI are facing each other. This post discusses how the two can best work together.

Experience Management: The New Key Factor for Services

How users experience services has always mattered. Now, experience management makes it a discipline. Learn more.

AI Agents vs. Chatbots: Comparing Concepts

This article compares AI agents and chatbots and explains the purposes for which each is best suited.

What Agentic AI Is and How to Use It Effectively

This article explains what agentic AI is and how users can effectively leverage this largely autonomous form of AI.

Service Experience Platforms (SXP): New Term for a Greater Focus on Experience

User experiences are becoming more important in ITSM. The new term SXP reflects this, but it still needs to become established.

IT Budget and Business Value: The Most Important Criteria for ITSM Solutions

When allocating budget for an ITSM solution, the goal is to generate as much business value as possible. This post explains the most important criteria for doing so.

Hyper-Automation: Meaning, Benefits, Best Practices

Hyper-automation is an important trend, particularly in ITSM, which this article explores in detail.

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.
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