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OTRS
OTRS is a flexible and customizable service management platform
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Service Desk Solutions
Purpose-built solutions apply this system to specific service use cases.
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Keep service running at the center.
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Ignite your customer connections.
IT Service Management
Shape your IT landscape.
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Keep your operations in motion.
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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
The Path to Effective Ticket Management
Backlogged tickets, long response times, frustrated customers: without effective ticket...
  • Customer Service
How Enterprise Service Management Improves Service Quality Beyond IT
Internal services should be easy to use. In practice, they...
  • ESM
How to Best Use AI and Automation in the Service Desk
Artificial intelligence and automation are now firmly embedded in modern...
  • AI & Automation, Customer Service
View OTRS Blog
Case Studies with OTRS
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Best Practices

Best Practices provide proven methods and strategies to increase efficiency, quality and performance in various areas. This category includes industry standards, guidelines and expert insights to help organizations optimize workflows, improve decision making and implement effective solutions for continuous improvement and long-term success.

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...
Best practices for incident response management
Sophisticated incident response management makes it possible to respond well to incidents, contain their...
Service Desk Automation: Best Practices for Greater Efficiency
In recent years, IT has undoubtedly made impressive progress – including in service desks. Yet, service...

Service Desk Automation: Best Practices for Greater Efficiency

Enterprise Service Management Software: Best Practices

Best practices for incident response management

10 Best Practices for IT Help Desk Success

First contact resolution: definition, (dis)advantages and best practices

Service Request Management – Definition, Tools and Best Practices

10 Best Practices for Successful Service Management

10 ITSM Best Practices – Delivery Service More Successfully

IT Solutions: How companies benefit from them

Mobile device management: definition, applications and best practices

Containerization: Revolutionizing Software Deployment and Management

IT Operations: definition, applications, best practices

20 Best Practices for IT-Change-Management

IT Service Catalog: Definition, Benefits and Best Practices

Data management: definition, benefits and best practices

Configuration Management – Definition and Best Practices

Tips for Successfully Becoming a Customer-Centric Company

How to Build a Knowledge Base – and Get the Most Out of It

How to Ensure Reliable Protection for Critical Infrastructure

Data governance – definition, advantages, tips, tools

Incident Response – Definition, Goals and Best Practices

Self-service: what it means

Human Resource Management (HRM) – Importance & Functions

Excelling in Customer Service Through Social Media – Best Practices and Tips

Whistleblower System According to EU Whistle­blowing Directive – A Guide

3 Ways Investing in Customer Service Increases Sales

5 Tips To Improve Customer Satisfaction

Improve Customer Service for Your Business

Best Practices for Working in the Home Office

How to Avoid Stress in Customer Service Teams

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