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Purpose-built solutions apply this system to specific service use cases.
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Keep service running at the center.
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Ignite your customer connections.
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Shape your IT landscape.
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Keep your operations in motion.
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Defend your digital world.
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  • 27/10/2026
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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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Case Studies with OTRS

OTRS success stories highlight how real customers use OTRS to improve service & automate business processes to achieve operational success.

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Using OTRS

OTRS offers a variety of possible applications. Our experts show new features, provide tips, and share knowledge. Use our in-depth articles to expand your expertise. The application examples in the FAQ serve as a source of ideas. For error-free implementation, we recommend workshops with our OTRS consultants.

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...

Translation Management: Benefits, Use in OTRS, and Context

Fast, clear, and high-quality translations are crucial for international organizations. Learn more about the benefits of translation management in OTRS.

Features in OTRS: AI Use Cases and Benefits

AI features are becoming increasingly important in software solutions. This blog post explores their benefits and their usage in OTRS.

Containerization: Revolutionizing Software Deployment and Management

Containerization has emerged as a state-of-the-art technology, transforming how software applications are developed, deployed, and managed.

Kanban board – for agile project management

The agile method Kanban offers teams numerous advantages. This article shows what a Kanban board can do - and how projects benefit from them.

Time Tracking to Maximize Billing and Productivity

Time recording helps service companies to increase their profitability. Every moment of work performed for the customer equates to additional revenue. ►

Service Level Management (SLM) – Objectives and Processes

Service Level Management defines, monitors and optimizes IT services. ITIL 4 processes and SLM software solutions help with implementation. Read now.
Service Level Agreement (SLA)

Service Level Agreement (SLA) – Definition and Implementation

A service level agreement represents a framework contract between the customer and the service provider. It defines services and response times. Read now. ►

Customer Service Templates

Ensuring that customers have the best experience is one of the major challenges of every customer support team. A typical business functionality to reach the goal of providing the best support are customer service templates.
facility management software solution

Solutions for Common Challenges in Facility Management

What does facility management mean today? What are the common challenges and which software solutions exist?
cause and effect

Problem Management Benefits Your Team and Customers

Problem management is among the ITIL® service management practices. What is it? How does it help service organizations and customers?
Laptop shows OTRS screen on a desk with headline tech talk

Goodbye Master/Slave. Hello Primary/Secondary.

Primmary/secondary feature for OTRS service management solutions has been updated. Learn about the changes.
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Where Does the Term Ticketing System Come From and Does It Even Fit Today?

A ticketing system is service team software that tracks requests & inquiries, but its uses have expanded. Is the term ticket system still right?
Real_Time_Data_Single_Page_Application

Experiences with OTRS 8 After One Year

How modern OTRS 8 gives customers more flexibility, speed and customization.
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How Easy Is Time Tracking in OTRS?

Using OTRS for time accounting offers businesses lots of flexibility. Learn more about how this can be done.