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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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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.

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...

Service Desk Automation: Best Practices for Greater Efficiency

The service desk plays a key role not only in a company’s external image. Automation makes an enormous difference here.

Enterprise Service Management Software: Best Practices

With ESM, enterprises benefit holistically from ITSM practices. These best practices demonstrate the most promising measures.

Best practices for incident response management

Good response to incidents in an emergency is crucial. This article shows best practices.
ITSM Best Practices

10 Best Practices for IT Help Desk Success

An efficient IT help desk is the backbone of a modern IT infrastructure. Discover 10 best practices for operating a successful help desk.

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

First contact resolution is an important metric in customer service. Find out how you can make good use of it.

Service Request Management – Definition, Tools and Best Practices

Service request management refers to the structured processing and management of service requests. Read more about tools and best practices.

10 Best Practices for Successful Service Management

ervice is all about quality. With these 10 best practices, companies can optimize their service management.
ITSM Best Practices

10 ITSM Best Practices – Delivery Service More Successfully

ITSM best practices are proven methods that ensure efficient IT services. With these 10 best practices, you will be able to significantly improve IT services.

IT Solutions: How companies benefit from them

With the right IT solutions, companies can simplify and optimize workflows and processes. This article introduces examples and benefits.

Mobile device management: definition, applications and best practices

Adequate device management is becoming increasingly important. This article clearly shows what it can achieve.

Containerization: Revolutionizing Software Deployment and Management

Containerization has emerged as a state-of-the-art technology, transforming how software applications are developed, deployed, and managed.

IT Operations: definition, applications, best practices

IT Operations is a key area in ITSM. This article deals with the associated processes and best practices. Learn more.

20 Best Practices for IT-Change-Management

IT Service Catalog: Definition, Benefits and Best Practices

An IT service catalog provides an overview of IT services - and creates transparency. Find out more about the benefits and best practices.

Data management: definition, benefits and best practices

Data management helps companies keep control over their inforamtion and processes. This article explains how this can best be achieved.

Configuration Management – Definition and Best Practices

Configuration management plays an important role in the efficient administration of IT assets and services within the IT infrastructure. ►

Tips for Successfully Becoming a Customer-Centric Company

Customer centricity is a key to success for companies. This article contains valuable tips for achieving a greater customer focus.

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

Only with a well-organized database can companies get maximum benefits from their knowledge. Read about advantages and tips for setting it up.

How to Ensure Reliable Protection for Critical Infrastructure

Critical infrastructure are crucial to everyone’s well-being. They require special protection. This article discusses proper security.

Data governance – definition, advantages, tips, tools

Heutzutage ist Data Governance eine Kernanforderung. Dieser Beitrag zeigt, warum das so ist und wie eine gute Governance-Strategie aussieht.

Incident Response – Definition, Goals and Best Practices

Incident Response helps companies protect business operations in the event of incidents, avoiding major damage. Find out more now. ►

Self-service: what it means

Companies can optimize their customer service with a self-service offering. We show you exactly how a portal can accomplish this.
Human Resource Management (HRM)

Human Resource Management (HRM) – Importance & Functions

Human Resource Management (HRM) umfasst alle Bereiche des Human Capital im Unternehmen. Bedeutung, Anforderungen und Entwicklung.

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

You are able to improve customer service. Customer satisfaction and strengthening the brand are the goal. We give important tips.
Whistlebowing

Whistleblower System According to EU Whistle­blowing Directive – A Guide

From 2023, a whistleblower protection system will be mandatory. Learn what needs to be considered and how OTRS can support you.
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3 Ways Investing in Customer Service Increases Sales

Good customer service is half the battle. Learn three tips on how to use it to boost your sales.

5 Tips To Improve Customer Satisfaction

Striving to improve customer satisfaction KPIs? It's the job of all business units. Use these 5 tips & build happier customer relationships.
Improve Customer Service for Your Business - optimaler Kundendienst

Improve Customer Service for Your Business

Optimal customer service is essential for your company's success. Implement solutions that support your service team.
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Best Practices for Working in the Home Office

Establishing a new habit often takes time. Home office is becoming more of a standard, so we've compiled best practices for you.
traffic jam on crossroads

How to Avoid Stress in Customer Service Teams

Having a high turnover rate is costly for businesses and destroys team morale. Learn how to avoid stress in customer service teams.
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