General
IT leaders of today are tasked with a full-spectrum of business analysis,
planning, risk assessment and operations tasks. From ITSM and information
security to DevOps and change management, it’s a challenge to keep pace
with the industry. In this section, our internal IT professionals touch on a
variety of best practices, theories and how-tos to help CTOs and management
teams guide the future of their organizations.
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?
Whistleblower system according to EU Whistleblowing Directive – A guide
From 2023, it will be mandatory for companies, authorities and organizations with 50 or more employees to create a whistleblower protection system. Learn what needs to be considered and how OTRS can support you.
Knowledge Management for Customer Service – Improve CSAT and TTR
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.
OTRS Customer Service Templates – Delivering Customer Satisfaction
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.
How can smaller companies scale their technical needs?
If customers are regularly waiting for a response or applicants don't know the status of their application, it's probably time to look at process improvements and tools that can relieve employees of some of the administrative overload.
ISO 27001 Certification – What to Consider
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.
Why process automation is easier with experts
The decision to automate a process is not the end of the story. It's the implementation that counts - and that's easier with experts. Let's see why.
What is Governance, Risk & Compliance (GRC)?
Governance, Risk & Compliance (GRC) defines the 3 most important areas of corporate governance.
Solutions for Common Challenges in Facility Management
What does facility management mean today?
What are the challenges and
how can they be met?
Risk Management –
Process, Analysis and Methods
Risk management is an essential component of GRC alongside corporate governance. This is how you prepare your company for risks and recognize opportunities.
A Look Back at Our 2021 CSR Activities
Another year full of ups and downs. Yet we have maintained our commitment to social and sustainable CSR activities throughout 2021.
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?
Resource Management Improves Business Efficiency
Drive efficiency with resource management. Understand what risks exist and how to avoid these.
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.
Which is Better for a Growing Company: Software, Service or a Complete Solution?
What technology options do companies face as they try to manage growth?
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.
Conclusion on FIRST – a virtual conference does not replace a real conference, but participation was worthwhile
Find out what this year's virtual FIRST was like in an interview with our security expert.
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?
Home Office Doesn’t Work Without IT Support
Home office has advantages and disadvantages. Without external IT support, we would be stuck. Expectations of the IT department are also changing.
6-step Plan for a Good CSR Strategy
How sustainable is a spontaneous donation? What could be a better strategy for 2021 that would help long-term? Read more about the 6-step plan.
How To Use Intelligent Automation Apps In Business
Use automation to streamline and simplify your daily tasks and give your company’s operations a boost. Here are 10 business tasks to automate today.
Taking a Look at 2021
What trends will shape your IT organization or business in the upcoming year? Christopher Kuhn, COO OTRS Group, gives an outlook.
Buy Safely Online – With These Tips There Should Be No Unpleasant Surprises
More and more shopping takes place online. But it is also becoming less secure. What do buyers have to do to buy safely online?
7 Cost-Cutting Measures That Put Your Business At Risk
Are you planning budget for 2021? We give you 7 tips on what you should pay attention to now and what you shouldn't cut costs on.
Five Important Lessons from the Corona Crisis
In discussions with our managers around the world, I heard exciting stories and learned many new points of view.
Best Practices for Working in the Home Office
Establishing a new habit often takes time. Home office is becoming more of a standard, so we've compiled best practices for you.
Change – Success Depends On You
Changes are part of life. But what do you need to keep in mind when things change, especially when they come unexpectedly?
Is the preference for remote work generational?
The younger generation loves to work on the road, the older generation prefers to go to the office. But is that really true? Here are our current study results.
Individual Customer Needs Require Solutions
To meet all challenges, companies must adapt systems, procedures and processes and change them over time. Today, solutions are in demand.
Does the Corona Crisis Accelerate the New Work Trend?
New Work has been a hot topic for a long time. The new working conditions resulting from the corona crisis are reigniting discussions about it.
Environmentally Conscious Home Office: How to Make Your Home Office Greener
When companies enable their employees to work from home, there is an enormous CO2 savings potential. What are the ways to make the home office even greener?
Changing One’s Sense of Being with Regard to Work and Life
The CEO of OTRS Group shares his thoughts on the impact of the Corona crisis and its effect on the future.
How to stay productive even in times of crisis – 8 tips
In a state of emergency, such as the current situation caused by COVID-19, special measures are needed to maintain productivity.
Solving 5 Common Work At Home Concerns with OTRS
Home office is currently the hot topic and companies need to find solutions quickly. OTRS as a service management solution can support you.
Change Management Plan – Do You Really Need One?
Whether a change management plan makes sense and how it is set up, you can learn here.
“New Work” – Short-Term Trend or Must Have in 2020?
What is it about this trend and what are the challenges of New Work?
Talking About Tech Trends: OTRS Experts Weigh In for 2020
We talked to our internal experts to find out what are their influential technology topics for 2020.
Business Trends to Watch in 2020
What are the trends for 2020 when it comes to your company? We give you an overview.
Is Your Data At Risk Because of Working with a Grey Market Provider?
Data security and data protection are among the most important concerns of IT professionals. But why is this so critical for grey market providers in particular?
Don’t Bet Your Business on a Grey Market Solution
Why is the cooperation with a grey market provider a risk? What problems can occur if you work with such a solution?
Building a Business in Asia
Udo Kampelmann, Managing Director OTRS ASIA, gives insights what is important if you want to start a business in Asia.
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.
Silver Society – The young old people
Older workers are often considered less efficient, less innovative in their thinking and not open to change. Is that true or do we have to change our attitude?
Are You Asking the Right Questions About Automation?
Automate processes and create space for others. When does it make sense? When is the processing by employees make more sense? Read the advantages and disadvantages here.
Cloud or no cloud –
that is the question!
OTRS offers both.
Asking whether or not the cloud is the best option for you? Consider this.
GDPR: Here come the fines…
The GDPR has been active since May 2018 and the first large fines have now been imposed.
