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Recent Articles
Service Experience Platforms (SXP): New Term for a Greater Focus on Experience
ITSM and customer service are currently undergoing a paradigm shift.
  • Customer Service, ITSM
IT Budget and Business Value: The Most Important Criteria for ITSM Solutions
Purchasing decisions in areas such as ITSM are clearly shaped
  • IT Budget
Hyper-Automation: Meaning, Benefits, Best Practices
With the continued development of artificial intelligence, hyper-automation is becoming
  • AI & Automation
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Digital Transformation

Digital transformation is a holistic approach to modernizing businesses, ensuring they meet today’s customer needs by leveraging digital tools for seamless, effective interactions. Successful implementation depends on various factors. At OTRS, our leadership team actively drives this transformation, sharing insights, best practices, and strategies to enhance customer experiences and organizational efficiency.

Service Experience Platforms (SXP): New Term for a Greater Focus on Experience
ITSM and customer service are currently undergoing a paradigm shift. Whereas service agreements and the...
IT Budget and Business Value: The Most Important Criteria for ITSM Solutions
Purchasing decisions in areas such as ITSM are clearly shaped by the available budget. At the same time,...
Hyper-Automation: Meaning, Benefits, Best Practices
With the continued development of artificial intelligence, hyper-automation is becoming increasingly...
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...

Outlook: How SMBs Will Succeed with IT in 2026

Small and medium-sized businesses (SMBs) are currently facing a state of tension when it comes to IT. This article explains what good solutions can look like.
Change Management Software

Change Management Software: Solutions, Comparison, Interdependencies

Changes are critical processes. This article reveals which software solutions are suitable for change management.

IT Infrastructure: Definition, Best Practices, Solutions

A well-developed IT infrastructure holds strategic value for businesses. This post explores what this involves.

Mobile device management: definition, applications and best practices

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

Elevate the Tenant Experience by Focusing on Maintenance Management

Maintenance management is far more crucial to long-term rental success than many property managers realize. Read survey details.

IT Change Management Process: How to effectively handle technical changes

IT change management requires good organization. This blog post shows how promising processes can be set up.

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!
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.
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.
Field Service Management (FSM) Software automatisiert Arbeitsabläufe und unterstützt von der Einsatzplanung bis hin zur Auftragsabwicklung.

Field Service Management (FSM) Requirements and Solutions

Effective Field Service Management. Learn how the right solutions can help you overcome challenges and reduce costs.
HR Transformation

HR Transformation – For Future-Oriented Personnel Management

HR transformation means continuous adaptation of HR processes and HR strategy. Digital transformation is also an important factor. Read now.
CRM

What is CRM? How does it support customers and help the business?

CRM (Customer Relationship Management). We explain what CRM is about, how a CRM system works and why it is important for companies. Read now!
Change Management - Featured Image

Change Management – Models, Processes and Software

Change management provides structure in change. CM models, the associated processes and the right software help with implementation.

ISO 27001 Certification

ISO 27001 certification is an important criteria for an ISMS. We explain what you need to pay attention to and help you find the right ISMS solution.
Digitalization in Asia

Top 3 Questions On How to Modernize Your APAC Business

APAC businesses seeking to modernize, answer these three questions first.

Professional HR Processes With Movement in the Job Market

The current movement in the labor market increases the opportunity for companies to recruit new skilled workers. Professional HR processes support this and ensure that they stay.
cloud Lösungen - cloud solutions

Cloud solutions for enterprises – loss of control or blessing?

Cloud solutions – companies are increasingly opting for and manufacturer portfolios reflect this. What does this trend mean, why are there still on-premise solutions?
Risk-Management-Software

Risk Management Software – Function and Application

Risk management software helps organize, manage and control a company's risk based on up-to-date data. Read now.
Customer-Support-Team

What is important in customer service as the company grows?

What are the challenges for customer service in growing companies, and how can they be met?
dictionary resource

Resource Management Improves Business Efficiency

Drive efficiency with resource management. Understand what risks exist and how to avoid these.
business people clap their hands

Which is Better for a Growing Company: Software, Service or a Complete Solution?

What technology options do companies face as they try to manage growth?
Manufacturing Plant

Five-step Plan for IT Security in Manufacturing

A step-by-step plan helps increase IT security in manufacturing. More than 1/2 of companies are not ideally prepared for a security incident.

Digitalization in Schools: Five Tips for Implementation

Digitalization in schools is still going slowly. What can be the right path to a digitalized school? Five tips.
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 …?

True or False: It Costs More to Work with a Solution Expert

A solution expert helps you avoid trial/error, educated guessing, lots of rework and costly mistakes. How can you be sure he/she is an expert?

Software manufacturer, OTRS AG, accompanies you into the future.

Grey market providers proliferate and can have dangerous consequences. How you can be sure to buy directly from the software manufacturer and stay innovative for the future.
Fish out of water

Change Management @ OTRS

Change management can inspire fear or innovation. Learn more about the OTRS Group strategy for keeping up with today's changing world.
Scrum board with yellow postits showing tasks and problems.

What does agile working mean? What are the benefits? Can tools help?

More and more companies are opting for agile working. But what exactly does it mean, how can it be implemented successfully?
Kids at University

Service Management Principles Ease the Transition for Higher Education Students

Service management principles help universities and other higher education facilities develop modern learning environments.
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