OTRSmag – The OTRS Blog
for today’s leaders
OTRSmag is packed with strategies and information to help leaders excel in the areas of ITSM, Corporate Security and Customer Service.
OTRSmag
Data governance – definition, advantages, tips, tools
Nowadays, we experience an increasing flood of data. It is increasingly important for companies to figure out how to handle data: Who has control over it and what exactly is the best way to handle it? This article sheds light on what data governance is and how companies can best benefit from it.
Incident Response – Definition, Goals and Best Practices
Responding to incidents is crucial for companies - especially those who are considered part of the critical infrastructure (KRITIS). Sometimes it’s even essential for survival. Incidents may be disruptions to business operations or situations that affect the relationship with the customer, for example.
Service Management Software – Key Purchase Considerations
Choosing the right one is a major challenge for service providers and other companies. With the high demand to deliver quality services on the one hand and cost pressure plus a shortage of skilled professionals on the other, companies are forced to use their existing resources as efficiently as possible.
Time Tracking to Maximize Billing and Productivity
Time tracking helps service businesses drive profitability in two ways. For teams that sell services directly, such as agencies, legal teams, or consulting groups, every moment of customer work done equates to additional revenue. For teams that offer support services, maximizing the efficiency of each agent reduces waste and the need for additional workers.
Self-service: what it means
Customers want one basic thing: quick solutions to their concerns and problems. An intelligent self-service portal makes this possible, improving the customer journey and saving service employees’ time. However, it is important that companies approach this area in a precise and structured manner.
Workflow automation – definition, advantages and tips
Automated workflows have considerable benefits for companies. They bring more security to processes and create much-needed freedom for employees and the customer. By achieving more in less time, productivity increases.
Categories
- About OTRS Group (21)
- Automation (3)
- Corporate Security (24)
- Customer Service (28)
- Developing a Corporate Culture (12)
- Digital Transformation (50)
- General (74)
- ITSM (29)
- Leadership (22)
- OTRS in Action (8)
- Processes (5)
- Using OTRS (14)