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.
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 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.
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 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.
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.
Problem management is among the ITIL® service management practices. What is it? How does it help service organizations and customers?
This feature add-on allows agents to link tickets together using a primary/secondary relationship. Once linked, there are several benefits.
Ticketing systems have become established. Not only in IT, but in almost all areas of a company. But should we really still call them ticketing systems?
Using OTRS for time accounting offers businesses lots of flexibility. Learn more about how this can be done.