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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
IT support – definition, tasks, and tips
IT support performs an important task for companies. This is the organization that customers reach out to for help with all types of technical inquiries. IT support services can vary greatly – from helping people with standard processes to solving complex technology problems. This article sheds light on what exactly IT support is about and how to get started in the field.
Continuous improvement: principles, goals, relationships
Achieving optimization is not only a frequent objective, but often also an absolute necessity. Companies must constantly improve individual processes and workflows in order to be competitive and strengthen their positions.
Continuous improvement process (CIP) is the article’s topic. The article explains how this can best be achieved, specifically in ITSM.
Data management: definition, benefits and best practices
Data and information are now among the most important resources. The problem is that most companies don't even know what data they have or how to use it. Valid data helps teams understand target groups correctly and create the right messages for them. The more structured the data is, the more easily companies can use it.
Data management, including its benefits and practical tips for companies, is the topic of this article.
Configuration Management – Definition and Best Practices
In increasingly complex corporate infrastructures, structured configuration management is crucial to meet the increasing demands on availability, performance and security. Initially, IT teams exclusively used configuration management. Today, other industries use it as well. However, in this article, we focus on the use of configuration management in support of the IT infrastructure.
AI in ITSM – Importance, Examples and Study
Recently, there has been a lot of AI hype in ITSM. Companies have recognized that artificial intelligence (AI) and automation can significantly increase efficiency, shorten resolution times, improve service availability and much more. Find out all about how AI is revolutionizing IT service management here.
Kanban board – for agile project management
Kanban is a method used in agile project management to make work processes visible and thereby improve them. A Kanban board is a project management tool that uses the principle of visualization. This means teams can work transparently on tasks and problems. This article shows how Kanban can be used effectively and will be used as a feature in OTRS.
Categories
- About OTRS Group (21)
- Automation (3)
- Corporate Security (26)
- Customer Service (30)
- Developing a Corporate Culture (12)
- Digital Transformation (54)
- General (86)
- ITSM (36)
- Leadership (22)
- OTRS in Action (8)
- Processes (5)
- Using OTRS (15)