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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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Customer Service

Customer service has evolved from phone support to mobile, social media, and self-service tools. Today’s customers seek quick, personalized, and creative solutions. Businesses must adapt to these demands to stand out, turning customers into loyal fans. Success depends on technology, processes, team collaboration, and strategy. This section explores how to excel in modern customer service.

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...

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.

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.

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.

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.

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.

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

A proper Customer Interaction Management becomes increasingly important in the modern service landscape. Learn how to use it effectively.

MTTR: Definition, Calculation, Best Practices

MTTR is an important metric, especially in ITSM. This article explains what it is, how to calculate it, and useful practices.
The Future of Service Management

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

The future of service management is around the corner. Learn more about automation, AI and Enterprise Service Management as an emerging trend.

Self-Service Portal: ROI and Benefits

Implementing and maintaining a self-service portal pays off. This article reveals more about the ROI and the benefits.

How to Improve Support Productivity

Productive support is of great value to organizations. This article shows proven methods, tips, and practical examples to achieve it.

The “Right” Ticketing System: How to Choose It

This short guide outlines key requirements and practical tips for choosing the right ticketing system for your organization.

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.

Request Management: Benefits, Best Practices, and Software

Successful request management requires the right strategy and software. This post shows you how it works.
Helpdesk

Helpdesk Ticketing Systems: Criteria, Use Cases, Benefits, and Tips

This article explores how helpdesk ticketing systems benefit businesses - and what often-overlooked criteria really matter.

Customer service management: background, advantages, functions

The quality of customer service drives corporate success. This article shows what constitutes good customer service management (CSM).

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.

AI in Customer Service

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

10 Best Practices for Successful Service Management

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

Automated customer service: advantages, best practices, examples

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

Task management: definition, examples, methods, software

Organizing and completing tasks in a goal-oriented manner delivers enormous progress. This article shows what is important for success. ►

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.

Service Management Software – Key Purchase Considerations

Choosing the right service management software is a major challenge. These are the criteria to consider when making a purchase decision. Read 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.
Escalation management

Escalation management – how it helps customers and companies move forward

Efficient escalation management leads companies from (customer) challenges to solutions. We show how this works best.

Contact Center Service Types – Guide For Growing Businesses

Looking to optimize your customer service operations? Learn about Contact Center Services and how they can benefit your business. Read now!
Contact Center Lösungen

Contact Center Solutions – A Comprehensive Guide

A contact center solution is any platform that supports the communication between agents, customers and, perhaps, the business. Some solutions focus on voice communication. Others focus on help desk and request management needs.
People with headset in contact center

What is a Contact Center? Guide to better customer service.

What exactly is a Contact Center? Find out everything you need to know in our in-depth guide. How to streamline your customer service.

Help Desk vs. Service Desk – What are the Differences?

Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today. Read more. ►

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.
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