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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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Processes & Workflows

Discover how to modernize your business through process and workflow optimization, enabling continuous improvement by refining operations for efficiency. Learn about process automation to streamline repetitive tasks and reduce errors. Explore the use of templates for consistency and speed. This category offers insights and strategies to innovate, adapt, and stay competitive in a rapidly evolving market.

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...

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. â–º

Continuous improvement: principles, goals, relationships

Continuous improvement describes the ongoing optimization of business processes in order to be more efficient and achieve benefits.
Workflow Automation

Workflow automation – definition, advantages and tips

By automating workflows, companies can save a lot of time, avoid errors and become more productive. Find out more now.

Workflow management system: definition, benefits, tips

Companies depend on functional workflows. The right software support enables optimized and more efficient processes. Learn more.

Workflow Management: How Companies Benefit from Optimized Processes

Functional workflows form the foundation of business success. This article explains exactly what workflow management is all about.
Informationsmanagement

Information management: Corralling the knowledge that drives business processes

Effective information management provides companies with more control: everyone involved is always up to date. Find out more.
process optimization featured

Process optimization – how continuous improvement works

Continuously improving processes is of enormous importance in the corporate world. This article shows how this can be done effectively.

Process automation: More freedom to drive added value

Automating processes with software provides companies with many advantages. This article explains how this can be achieved.

Process management improves work quality and efficiency

Processes are a key to success for companies. We explain process management and highlight goals and methods. Read now.

How to optimize information flows in the company

Information flows are extremely important for companies. We show how they can be optimized. Find out more.

ITSM Processes – Guidelines for efficient ITSM

No IT organisation should be without ITSM processes. Find out all about the benefits and how to implement them correctly. Read now.

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.

HR Processes – Digitization and Automation as the Key to Success

HR processes are an important part of human resources management. Digitalization gives you significant advantages in recruiting and HR management.

Customer Service Templates

Ensuring that customers have the best experience is one of the major challenges of every customer support team.

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.
process-automation-prozessautomatisierung

Why process automation is easier with experts

The decision for process automation is not the end of the story. It's the implementation that counts - and that's easier with experts.

Business Process Automation Trends: Where Do Companies Stand?

What is the state of workflows and business process automation in companies? The latest OTRS Spotlight looks at obstacles and BPM trends.
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Automate Process Workflows to Improve Service

Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
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5 Ways Business Process Management Solutions Support Data Privacy Compliance

By focusing on processes and automation, businesses can better manage compliance with today's data privacy and protection regulations.
Laptop shows OTRS screen on a desk with headline tech talk

10 Steps to Process Design Preparation for OTRS Process Management

Building processes in OTRS? A piece of cake with good preparation. We show you 10 steps that are part of a good preparation.
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Improve Call Center Efficiency: Process Management is The Key

Call centers may handle several hundred inquiries every day. Learn how you can make your processes more efficient and thus increase customer satisfaction.