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              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.

              53
              30/05/2023 | Rachel Minihan
              Contact Center Solutions – A Comprehensive Guide

              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.
              Customer Service | Digital Transformation | General
              17/05/2023 | Rachel Minihan
              What is a Contact Center? Guide to better customer service.

              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.
              Customer Service | Digital Transformation | General
              20/04/2023 | Taylor Godbold
              WhatsApp for Customer Service – A Guideline

              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.
              Customer Service | Digital Transformation | General
              28/03/2023 | Author OTRS
              Help Desk vs. Service Desk What are the Differences?

              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.
              Customer Service | Digital Transformation | General | ITSM
              28/03/2023 | Christina Meyer
              Field Service Management (FSM) Requirements and Solutions

              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.
              Digital Transformation | General
              10/03/2023 | Author OTRS
              What Is Asset Management? A Pathway to Better Asset Control

              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.
              Digital Transformation | General | ITSM
              22/02/2023 | Enrico Schwenke
              What is an IT Service Desk?

              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?
              Digital Transformation | General | ITSM
              13/02/2023 | Author OTRS
              CSR at OTRS – A Look Back at 2022

              CSR at OTRS – A Look Back at 2022

              The OTRS Group continued to expand its corporate social responsibility activities in 2022. The focus of our CSR measures this year was once again on sustainable and social projects. A look back.
              Developing a Corporate Culture | General
              21/12/2022 | Taylor Godbold
              Excelling in Customer Service Through Social Media – Best Practices and Tips

              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.
              Customer Service | Digital Transformation | General
              14/12/2022 | Enrico Schwenke
              HR Processes – Digitization and Automation as the Key to Success

              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.
              Digital Transformation | General
              14/12/2022 | Bernd Maus
              Service Level Management (SLM) – Objectives and Processes

              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.
              Digital Transformation | General | ITSM | Using OTRS
              31/10/2022 | Bernd Maus
              Service Level Agreement (SLA) – Definition and Implementation

              Service Level Agreement (SLA) – Definition and Implementation

              A service level agreement (SLA) is a general agreement between a customer and a service provider. It defines services and related response times. What does an SLA contain, and how is it used?
              General | ITSM | Using OTRS
              24/10/2022 | Enrico Schwenke
              HR Transformation – For Future-Oriented Personnel Management

              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.
              Digital Transformation | General | Leadership
              11/10/2022 | Bernd Maus
              IT Asset Management (ITAM) – Definition, Benefits and Software Requirements

              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.
              Digital Transformation | General | ITSM | Using OTRS
              04/10/2022 | Christina Meyer
              Service Management – Definition and Goals

              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.
              Customer Service | Digital Transformation | General | ITSM
              21/09/2022 | Enrico Schwenke
              What is CRM? How does it support customers and help the business?

              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?
              Customer Service | Digital Transformation | General | Using OTRS
              19/09/2022 | Andreas Bender
              Whistleblower System According to EU Whistle­blowing Directive – A Guide

              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.
              Corporate Security | Developing a Corporate Culture | General | Leadership
              29/08/2022 | Author OTRS
              Knowledge Management in Customer Service

              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 | Digital Transformation | General | ITSM | OTRS in Action | Using OTRS
              18/08/2022 | Taylor Godbold
              Customer Service Templates

              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!
              Digital Transformation | General | ITSM | Leadership | OTRS in Action | Processes
              25/07/2022 | Bernd Maus
              Change Management – Models, Processes and Software

              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.
              Digital Transformation | General | ITSM | Leadership | OTRS in Action | Processes
              08/07/2022 | Bernd Maus
              ISO 27001 Certification – What to Consider

              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.
              Corporate Security | Digital Transformation | General
              27/06/2022 | Daphne Sim
              Top 3 Questions On How to Modernize Your APAC Business

              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.
              Automation | Customer Service | Digital Transformation | General | Processes
              14/04/2022 | Enrico Schwenke
              Professional HR Processes With Movement in the Job Market

              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.
              Automation | Digital Transformation | General | OTRS in Action | Processes | Using OTRS
              11/03/2022 | Enrico Schwenke
              Cloud solutions for enterprises – loss of control or blessing?

              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?
              Digital Transformation | General
              21/02/2022 | Bernd Maus
              Risk Management Software – Function and Application

              Risk Management Software – Function and Application

              Risk management software helps organize, manage and control a company's risk based on up-to-date data.
              Corporate Security | Developing a Corporate Culture | Digital Transformation | General
              09/02/2022 | Francisco Cruz
              Why process automation is easier with experts

              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.
              Automation | General | Processes
              07/02/2022 | Bernd Maus
              What is Governance, Risk & Compliance (GRC)?

              What is Governance, Risk & Compliance (GRC)?

              Governance, Risk & Compliance (GRC) defines the 3 most important areas of corporate governance.
              Corporate Security | Developing a Corporate Culture | General | Leadership
              24/01/2022 | Christopher Kuhn
              Solutions for Common Challenges in Facility Management

              Solutions for Common Challenges in Facility Management

              What does facility management mean today? What are the challenges and how can they be met?
              General | OTRS in Action | Using OTRS
              19/01/2022 | Bernd Maus
              Risk Management – Process, Analysis and Methods

              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.
              Corporate Security | General
              20/12/2021 | Author OTRS
              A Look Back at Our 2021 CSR Activities

              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.
              General
              13/12/2021 | Enrico Schwenke
              Business Process Automation Trends: Where Do Companies Stand?

              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.
              Digital Transformation | General
              30/11/2021 | Francisco Cruz
              What is important in customer service as the company grows?

              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?
              Customer Service | Digital Transformation | General
              29/11/2021 | Andreas Bender
              Resource Management Improves Business Efficiency

              Resource Management Improves Business Efficiency

              Drive efficiency with resource management. Understand what risks exist and how to avoid these.
              General
              08/09/2021 | Francisco Cruz
              Automate Process Workflows to Improve Service

              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.
              Digital Transformation | General
              30/08/2021 | Luciano Alves De Oliveira
              Which is Better for a Growing Company: Software, Service or a Complete Solution?

              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?
              General
              13/07/2021 | Christopher Kuhn
              Digitalization in Schools: Five Tips for Implementation

              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.
              Digital Transformation | General
              02/06/2021 | Daphne Sim
              True or False: It Costs More to Work with a Solution 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?
              Digital Transformation | General
              22/12/2020 | Christopher Kuhn
              Taking a Look at 2021

              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.
              General
              02/11/2020 | Jens Bothe
              Buy Safely Online – With These Tips There Should Be No Unpleasant Surprises

              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?
              General
              21/10/2020 | Luciano Alves De Oliveira
              7 Cost-Cutting Measures That Put Your Business At Risk

              7 Cost-Cutting Measures That Put Your Business At Risk

              Are you planning budget for 2023? We give you 7 tips on what you should pay attention to now and what you shouldn't cut costs on.
              General
              28/09/2020 | Nils Leideck
              Best Practices for Working in the Home Office

              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.
              General
              21/09/2020 | Enrico Schwenke
              Change – Success Depends On 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?
              General
              21/05/2020 | André Mindermann
              Changing One’s Sense of Being with Regard to Work and Life

              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.
              General | Leadership
              23/12/2019 | Sabine Riedel
              Business Trends to Watch in 2020

              Business Trends to Watch in 2020

              What are the trends for 2020 when it comes to your company? We give you an overview.
              General
              15/07/2019 | Francisco Cruz
              Don’t Bet Your Business on a Grey Market Solution

              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?
              General
              01/07/2019 | André Mindermann
              Building a Business in Asia

              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.
              General
              07/05/2019 | Francisco Cruz
              What is ITIL?

              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.
              Digital Transformation | General | ITSM
              22/04/2019 | André Mindermann
              When are we free?

              When are we free?

              Everyone wants to be free. But does everyone have the same idea of freedom?
              General
              18/03/2019 | André Mindermann
              Silver Society – The young old people

              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?
              Developing a Corporate Culture | General
              11/03/2019 | Christopher Kuhn
              Are You Asking the Right Questions About Automation?

              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.
              General
              04/03/2019 | Christopher Kuhn
              Cloud or no cloud –that is the question!OTRS offers both.

              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.
              General | ITSM
              28/01/2019 | Christopher Kuhn
              GDPR: Here come the fines…

              GDPR: Here come the fines…

              The GDPR has been active since May 2018 and the first large fines have now been imposed.
              General
              14/01/2019 | Author OTRS
              IT Focus in 2019: What Are the Top Priorities for German and American CIOs?

              IT Focus in 2019: What Are the Top Priorities for German and American CIOs?

              The differences between Germany and the USA are small, and one sector stands out the most.
              General | Leadership

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