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  • 04/09/2026
SDI26MX

SDI26MX is one of the leading conferences bringing together the IT service management and service desk community in Latin America.
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  • 01/09/2026
ANDICOM

ANDICOM 2026 aims to analyze the role of Artificial Intelligence and digital technologies as structural forces that are redefining social well-being, economic competitiveness, and institutional strengthening.
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  • 27/10/2026
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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
The Benefits of a Central Service Management Platform
Enterprise Service Management (ESM), the extension of ITSM principles to
  • ESM
ITAM vs. CMDB: Differences, Similarities, Practical Use
Information Technology Asset Management (ITAM) and Configuration Management Databases (CMDBs)
  • ITAM
AI Maturity: Background, Model, Best Practices
Artificial Intelligence (AI) is playing an increasingly important role in
  • AI & Automation
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AI & Automation

Artificial intelligence (AI) makes customer service and many other business areas more efficient. It offers significant time savings, greater added value, predictive analytics, and intelligent decision-making. Automation—of workflows or processes—also plays a significant role in this context, for example, in optimizing IT services and achieving a lot with little effort.

The Benefits of a Central Service Management Platform
Enterprise Service Management (ESM), the extension of ITSM principles to other business functions, creates...
ITAM vs. CMDB: Differences, Similarities, Practical Use
Information Technology Asset Management (ITAM) and Configuration Management Databases (CMDBs) are often...
AI Maturity: Background, Model, Best Practices
Artificial Intelligence (AI) is playing an increasingly important role in areas such as IT Service Management...
10 Best Practices for AI in IT
Exactly how companies introduce and use AI is becoming an increasingly important success factor. This...
How to Effectively Strengthen Cyber Resilience
“How well is our organization really prepared to withstand, respond to, and recover from a cyber incident?” In...

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 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.

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.

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.

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.

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.

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.

AI Ticketing: Advantages, Disadvantages, Strategies

Artificial intelligence is becoming increasingly widespread in ticketing systems. This article explains its advantages and disadvantages and proposes a proven strategy.

Intelligent Automation: Definition, Background, and Applications

Intelligent automation brings valuable cognitive and strategic aspects to the use of AI. This article explains what lies behind it.

AI in SMB IT: Status Quo and Solution Strategies

In the midst of the AI hype, SMBs take a pragmatic approach: it’s about support, not revolution, as our latest study shows.

Large Language Models (LLMs) and Machine Learning: Background and Use in Customer Service

Features in OTRS: AI Use Cases and Benefits

AI features are becoming increasingly important in software solutions. This blog post explores their benefits and their usage in OTRS.

AI in Customer Service

Artificial intelligence (AI) has become an integral part of customer service. This article explains what this means for companies.

Automated customer service: advantages, best practices, examples

Customer Service Automation provides companies with major advantages. Find out how automated services pay off.

AI in ITSM – Importance, Examples and Study

Artificial intelligence (AI) is becoming increasingly important in ITSM - as an OTRS study shows. Find out everything you need to know here.

What are the advantages of artificial intelligence?

AI is not only a trending topic, but also crucial for companies. This article highlights the advantages and disadvantages.

AI summaries of texts: tips and importance in ITSM

AI provides companies with many benefits – one being to-the-point summaries. This article explains the business benefits of such summaries.

AI chatbot: advantages and tips for companies

Customers are increasingly demanding AI chatbots. This article shows why and how companies should meet this demand - including helpful tips.
Workflow Automation

Workflow automation – definition, advantages and tips

By automating workflows, companies can save a lot of time, avoid errors and become more productive. Find out more now.

Process automation: More freedom to drive added value

Automating processes with software provides companies with many advantages. This article explains how this can be achieved.

HR Processes – Digitization and Automation as the Key to Success

HR processes are an important part of human resources management. Digitalization gives you significant advantages in recruiting and HR management.
process-automation-prozessautomatisierung

Why process automation is easier with experts

The decision for process automation is not the end of the story. It's the implementation that counts - and that's easier with experts.

Business Process Automation Trends: Where Do Companies Stand?

What is the state of workflows and business process automation in companies? The latest OTRS Spotlight looks at obstacles and BPM trends.
maze

Automate Process Workflows to Improve Service

Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
AI - How artificial is artificial intelligence

How artificial is artificial intelligence?

Artificial intelligence has been part of our lives for a long time. What do we mean by this, how is machine learning to be classified and is AI …?
men cooking in a kitchen of a restaurant

Are You Asking the Right Questions About Automation?

Automate processes and create space for others. When does it make sense? When is the processing by employees make more sense? Read the advantages and disadvantages here.
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