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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.
Customer Service & Support
Ignite your customer connections.
IT Service Management
Shape your IT landscape.
Office Management
Keep your operations in motion.
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Keep your organization alive.
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Defend your digital world.
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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
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Case Studies with OTRS
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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.

AI in ITSM - Importance, Examples and Study
Recently, there has been a lot of AI hype in ITSM. Companies have recognized that artificial intelligence...
10 ITSM Best Practices – Delivery Service More Successfully
Best practices in ITSM are proven methods that ensure the efficient provision and management of IT services....
Trouble Ticket System: Functions and Areas of Application
Efficient handling of incidents and service requests is a key component of modern IT and support structures....

The most important ITSM Metrics and Best Practices

IT Service Continuity Management: Objectives, Best Practices, Checklist

Why ITSM Is a Matter of Leadership

ITOM vs. ITSM: Differences and Similarities

MTTR: Definition, Calculation, Best Practices

Change Management Software: Solutions, Comparison, Interdependencies

Service Level Management: Benefits and Application in the Ticketing System

IT Operations Management (ITOM): The Silent Backbone

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

Assessment: How mature is your ITSM?

Device Management Software and Its Connection to Service Management

Service Desk Software – Definition and Key Features

ESM vs. ITSM: Differences and Similarities

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

ITIL Incident Management – Definition, Benefits, and Process

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

10 Best Practices for IT Help Desk Success

Trouble Ticket System: Functions and Areas of Application

ITSM Glossary

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

What is a CMDB?

Service Request Management – Definition, Tools and Best Practices

10 ITSM Best Practices – Delivery Service More Successfully

IT Solutions: How companies benefit from them

IT change management: background, objectives and checklist

IT Operations: definition, applications, best practices

20 Best Practices for IT-Change-Management

IT Service Catalog: Definition, Benefits and Best Practices

Knowledge Management – The Path to Profiting from Experience

IT support – definition, tasks, and tips

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