Digital Transformation
Digital transformation is more than a business trend. It is the concept of holistically stepping back
and looking at one’s business to see if it’s keeping pace with the needs of today’s customers. Its goal is
to transform your business in such a way that it will best take advantage of the myriad of digital tools available
so that customers are able to interact with your brand effectively, easily and happily. There are a wide variety
of factors that contribute to successful implementation of digital transformation initiatives.
At OTRS, we are fortunate to have a digital transformation expert as part of our leadership team.
Sabine Riedel, along with the rest of the company and managing board, is actively striving to implement
the concepts of digital transformation within OTRS. Along the journey, she and other guest bloggers share their
digital transformation thoughts with today’s business leaders: in this section, enjoy a variety of digital transformation
best practices, related theories, and how-tos that you can consider as you look at ways to transform
the customer experience in your organization.
IT Change Management Process: How to effectively handle technical changes
The only thing that is truly constant is change, especially within business context. In fact, modern leaders rely on various frameworks for handling change. In the IT organization, the most common framework for handling change to a service is the ITIL change management process. In this article, we'll take a look at this process, its advantages and its role in the future of ITSM.
Human Resource Management (HRM) – Importance & Functions
Excerpt Human resource management (HRM) is more than just personnel management. It encompasses all areas of an organization's human capital. Learn more about its importance, functions and future development.
Contact Center Solutions – A Comprehensive Guide
Contact center solutions support agents and businesses in their effort to deliver value to the end customer. They make work more efficient and make sure that the service customers receive is of high quality.
What is a Contact Center?
Guide to better customer service.
Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other departments. In contrast, contact centers act as a central hub that can be reached via multiple channels to provide direct support to customers.
WhatsApp for Customer Service – A Guideline
This guideline showcases the ease of customer service (CS) support through OTRS customer service software by leveraging WA Business. Learn the need-to-know basics of the platform and the blueprint for implementing WA into your business CS structures.
Help Desk vs. Service Desk
What are the Differences?
Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today.
Field Service Management (FSM)
Requirements and Solutions
Field Service Management helps to optimize field service and improve service for customers. Field Service Management software automates workflows and helps with everything from resource planning to order processing.
What Is Asset Management?
A Pathway to Better Asset Control
Asset management is the practice of gaining the most possible value from assets. Optimizing the use of your company's assets has financial and sustainability benefits. Asset management is the key to ensuring this optimization.
What is an IT Service Desk?
What is a service desk and how does it differ from a help desk? What advantages does it offer, what tasks does it have, and how does service desk software provide support?
Excelling in Customer Service Through Social Media – Best Practices and Tips
Customer service is the core component of an excellent customer experience (CX). With social media, you can improve customer service. Optimizing customer satisfaction and strengthening the brand are the goals. Learn the facts and tips here.
HR Processes – Digitization and Automation as the Key to Success
Today more than ever, HR management must be future-oriented. HR departments that are adapted to the times no longer have only administrative activities, but also contribute to the success of the company. Well-functioning and automated processes are prerequisites for this.
Service Level Management (SLM) – Objectives and Processes
Service Level Management (SLM) is an ITIL discipline and the basis for the successful implementation of IT service SLAs. Learn how to ensure that all service level management objectives are met and how ITIL 4 processes can help.
HR Transformation – For Future-Oriented Personnel Management
Finding and retaining suitable employees is becoming increasingly difficult. Today more than ever, HR management must be fit for the future. To achieve this, HR transformation is essential. We take a look at why.
IT Asset Management (ITAM) – Definition, Benefits and Software Requirements
IT Asset Management is essential for the efficient and secure management of IT assets. Avoid downtime and unnecessary expenses. Learn which important features an ITAM software solution should have.
Service Management – Definition and Goals
Service management deals with the optimization of services provided to customers and much more. Learn in more detail what needs to be considered in service management and how it can contribute to the success of your company.
What is CRM? How does it support customers and help the business?
More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?
Knowledge Management in Customer Service
Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
Customer Service Templates
Customer Service Templates provide OTRS agents with ready-to-use and customizable text templates. Keeping consistent information for the customer and saving admin time!
Change Management – Models, Processes and Software
Change Management enables the structured implementation of activities that are necessary to achieve the goals of an organization or company. Learn two of the most important models and reduce your company's risk during the change process. With the right software, you reduce the risks for your company in the change process.
ISO 27001 Certification –
This Needs to Be Considered
ISO 27001 certification signifies that a company or organization has established an ISMS that is in line with the international standard. Learn what you need to look out for and how to find the right ISMS solution to support certification efforts.
Top 3 Questions On How to Modernize Your APAC Business
Business owners ask me these three questions about moderinizing their businesses. Here are my answers.
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.
Cloud solutions for enterprises – loss of control or blessing?
Companies are increasingly opting for cloud solutions, and manufacturer portfolios reflect this. What does this trend mean, and why are there still on-premise solutions?
Risk Management Software – Function and Application
Risk management software helps organize, manage and control a company's risk based on up-to-date data.
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.
What is important in customer service as the company grows?
What are the challenges for customer service in growing companies, and how can they be met?
Grey Market vs. In-House vs. Product Manufacturer. How to decide?
Grey market, product manufacturer, create it ourselves, or stick with what we do today . . . As you set technology priorities for the upcoming year, you will investigate products and services to improve workflows and offer more security.
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.
Five-step Plan for IT Security in Manufacturing
A step-by-step plan helps increase IT security in production. More than half of companies are not ideally prepared for an IT security incident.
Digitalization in Schools: Five Tips for Implementation
Digitalization in schools is still going slowly. What can be the right path to a digitalized school? Five tips.
How artificial is artificial intelligence?
Artificial intelligence has been part of our lives for a long time. What exactly do we mean by this, how is machine learning to be classified and is AI used everywhere?
True or False: It Costs More to Work with a Solution Expert
When you are a business and spend money to have a product implemented, trial/error, exploration or educated guessing lead to lots of rework and costly mistakes. How can you avoid this?
Software manufacturer, OTRS AG, accompanies you into the future.
Grey market providers proliferate and can have dangerous consequences. How you can be sure to buy directly from the software manufacturer and stay innovative for the future.
Change Management @ OTRS
We cling to habits when we see in change a risk of losing our
current status quo. Unfortunately, by doing so, we also miss
the opportunity to improve the status quo.
What does agile working mean? What are the benefits? Can tools help?
More and more companies are opting for agile working. But what exactly does it mean, how can it be implemented successfully, and what are the difficulties?
Service Management Principles Ease the Transition for Higher Education Students
Higher ed institutions are being forced to undergo
digital transformation in the same way as all other
industries right now.
4 Post-Pandemic Questions That Fintech IT Organizations Must Address
It's time for IT organizations in the fintech industry
to refocus and reprioritize. As they do so,
ask these four questions.
Building a Digital Roadmap: 5 Lessons From OTRS Group’s Digital Transformation
Building a roadmap to drive digital transformation can be tricky. Consider these five lessons as you consider what to include.
Has the Public Sector Embraced Cloud-based SaaS?
The public sector has been slowly moving towards cloud-based SaaS solutions. Learn about steps providers take to address common questions.
How Digital Transformation Is Impacting the Public Sector
About the difficulties of the public sector in implementing the digital transformation.
How Digitalization Aids in Boosting Employee Morale
It's not about how to win employees over to digital transformation, it's about what employees can gain from it.
Top 3 Mistakes Made When
Implementing Digital Transformation Initiatives
We show you which 3 mistakes are often made by companies when it comes to digital transformation.
How to Build Global Teams that Work
More and more companies act globally today. But the collaboration of international teams is characterized by different challenges, which must be mastered.
What is ITIL?
ITIL creates more efficiency and better service for your customers through a framework of best practices and processes. ITIL helps you add value for your customers and business.
What Is Digitalization Compared to Digital Transformation?
What does digitalization have to do with digital transformation? And what is the difference?
4 Questions to Ask Yourself If Your 2019 Competitive Strategy Includes Digital Transformation
We will show you what actions you can take to drive digital change.
The Impact of Digital Transformation on Customer Service Teams
How does their role change in an organization as more and more tasks are handed off to technology, AI, etc.
Is It Time to Hire a CDO?
What is this new role? Why would you want one? What is the difference between that and CIO/CTO?
