ITSM
ITSM, or IT service management, looks at the way in which technology is used and deployed to ensure that it is cost-effective,
efficient and in line with overall business objectives. With today’s businesses relying so heavily on technology to reach, serve and
support customers, it has become critical to view IT as a service that can be managed and optimized so that the impact of all
technology aspects can be maximized.
ITSM relies heavily on defined processes, such as those found in the ITIL framework. These processes add structure to the IT team’s
ability to design, operate and improve upon the IT environment. As such, the team is able to shift more seamlessly between help desk
efforts and strategic thinking while at the same time positively impact the company’s bottom line. From reviewing legacy systems to see
if they still fit today’s needs, to answering basic help desk queries, today’s IT teams are continuously looking at assets to see if they
fit the environment and/or can be improved.
In this section, we’ll discuss popular frameworks, such as ITIL, and their impact on ITSM. We’ll consider various tools and processes
that support ITSM improvements. And, we’ll talk with leaders – both internally and externally – about their ITSM experiences.
Escalation management – how it helps customers and companies move forward
The term escalation has negative connotations. Nevertheless, escalations are important processes that enable us to comply with service level agreements (SLAs) and resolve customer problems more quickly. The escalation process plays an important role in customer service management. This article explains how it can best be managed so that you can wow customers.
ITSM Processes – Guidelines for efficient ITSM
ITSM processes are essential for efficient IT service management (ITSM). The ITSM framework that’s based on the ITIL (Information Technology Infrastructure Library) forms the basis for this. Find out why no IT organization should be without ITSM processes and what needs to be considered when implementing and realizing them.
Problem Management: The path to real solutions
Solving problems is extremely valuable for companies. This is because it guarantees smooth operations and processes in the long term. Here we take a closer look at problem management, its benefits and background as well as provide practical tips for your team.
IT Services Defined. Plus, 10 Helpful Examples.
In the modern corporate world, information technology (IT) services largely determine success and failure. IT forms the backbone of a company and gives it creative power. To stay competitive in business, technology must support profitability and sustainability.
In this article, we offer a definition of IT services and present 10 important examples of what these are. This gives you a comprehensive overview of this important area.
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.
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?
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.
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?
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.
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.
Improve University IT Service Management and Reduce Workloads
Learn how OTRS Group improved IT service delivery at a private women’s university.
Problem Management Benefits Your Team and Customers
Problem management is among the ITIL® service management practices. What is it? How does it help service organizations and customers?
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.
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.
Successful CMDB Implementation – a Use Case
When introducing a CMDB, there are a few things to keep in mind to ensure that it delivers the desired results.
Improving Enterprise-Wide Service Operations
Have you ever thought about using ITIL to structure other areas of your business than IT?
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.
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.
