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Recent Articles
Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations
In ITSM, many service providers face a fundamental question: Should
  • Customer Service, ITSM
Human vs. AI: How Both Are Shaping the Modern Workplace
The age of AI requires us to ask new questions
  • AI & Automation, Leadership
Experience Management: The New Key Factor for Services
Traditional service management is based on metrics that measure success.
  • Customer Service
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ITSM

ITSM (IT service management) ensures technology is cost-effective, efficient, and aligned with business goals. It relies on structured processes like ITIL to optimize IT services, balancing help desk support with strategic improvements. This section covers ITSM frameworks, tools, and expert insights on enhancing IT operations and maximizing business impact.

Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations
In ITSM, many service providers face a fundamental question: Should they focus on preventing tickets...
Human vs. AI: How Both Are Shaping the Modern Workplace
The age of AI requires us to ask new questions and fundamentally realign competencies. What AI is needed...
Experience Management: The New Key Factor for Services
Traditional service management is based on metrics that measure success. Service level agreements (SLAs)...
AI Agents vs. Chatbots: Comparing Concepts
AI agents and chatbots are both highly relevant: Although advanced chatbots have only existed for a few...
What Agentic AI Is and How to Use It Effectively
Agentic AI is one of the most important innovation topics of our time. It has the ability to autonomously...

Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations

In service, the question often arises whether to prevent tickets or allow them to be created and then resolve them quickly.

Service Experience Platforms (SXP): New Term for a Greater Focus on Experience

User experiences are becoming more important in ITSM. The new term SXP reflects this, but it still needs to become established.

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.

Trends and Forecasts: ITSM in 2026 – and Beyond

This article outlines the most important current ITSM trends and provides a comprehensive forecast for the future of ITSM.

The most important ITSM Metrics and Best Practices

Working with ITSM metrics leads to added value, such as better budget allocation. This article presents the most important of these.

Why ITSM Is a Matter of Leadership

In ITSM, leadership often plays an underestimated role. This article explains its influence in relation to the tool and technology set.

IT Service Continuity Management: Objectives, Best Practices, Checklist

IT Service Continuity Management protects against severe incidents. Learn how companies can prepare for worst-case scenarios.

ITOM vs. ITSM: Differences and Similarities

ITOM and ITSM are similar approaches that work best symbiotically together. This article highlights the differences and similarities.

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.
Change Management Software

Change Management Software: Solutions, Comparison, Interdependencies

Changes are critical processes. This article reveals which software solutions are suitable for change management.
Service Level Management in a Ticketing System

Service Level Management: Benefits and Application in the Ticketing System

This article shows how a ticketing system brings out the advantages of Service Level Management (SLM).

IT Operations Management (ITOM): The Silent Backbone

IT Operations Management (ITOM) monitors IT operations, manages infrastructure, and initiates key processes such as incident management.

Change Advisory Board (CAB): Definition, Benefits, and Best Practices

A Change Advisory Board (CAB) is a critical tool for managing major change processes. Discover how it drives success in IT Service Management.

Assessment: How mature is your ITSM?

The ITSM maturity level is not just a benchmarking tool. It reveals valuable opportunities for improvement when assessed.

Device Management Software and Its Connection to Service Management

Device management enables organizations to handle even complex IT environments. Integrated into service management, it becomes a strategic pillar.

Service Desk Software – Definition and Key Features

Modern service desk software is not just a support tool, but an integral part of any digital or automation strategy.

ESM vs. ITSM: Differences and Similarities

Enterprise Service Management (ESM) is closely related to ITSM. This article shows what they have in common and where the differences lie.

The Best Knowledge Management Software: Best Practices, Criteria, Comparison

Effective knowledge management requires the right software and best practices. We explain how organizations can effectively implement it.

ITIL Incident Management – Definition, Benefits, and Process

ITIL Incident Management is a key component of service management. We examine how it works, its benefits, and its interdependencies.

ITSM vs. ITIL: The differences between the discipline and the framework

ITSM and ITIL are often used interchangeably, but there are differences between them. This article explains what these are.
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.

Trouble Ticket System: Functions and Areas of Application

Trouble ticket systems increase efficiency and service quality in incident and service request handling. Read now.

ITSM Glossary

There are many terms associated with IT Service Management. This glossary provides information on the most important ones.

What Gartner’s Latest ITSM Report Means for Mid-Market ITSM Teams

Gartner’s 2025 ITSM report is out—what does it mean for mid-sized IT teams? Learn what to look for in a solution

What is a CMDB?

A Configuration Management Database (CMDB) reveals IT dependencies and enables more efficient IT Service Management.

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.
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.

IT change management: background, objectives and checklist

IT change management is the key to efficiently managing changes in IT systems and minimizing the risks involved. Find out more. â–º

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.
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