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Knowledge Management – The Path to Profiting from Experience
Knowledge is a crucial factor in the corporate context - and is becoming increasingly important.
In most companies, information trapped with one person will stiffle efficiency and innovation. Instead, knowledge should be available quickly, validly and in the right format so that many people can use it.
Knowledge management is the practice of making effective use of knowledge and information.
AI in ITSM – Importance, Examples and Study
Recently, there has been a lot of AI hype in ITSM. Companies have recognized that artificial intelligence (AI) and automation can significantly increase efficiency, shorten resolution times, improve service availability and much more. Find out all about how AI is revolutionizing IT service management here.
Kanban board – for agile project management
Kanban is a method used in agile project management to make work processes visible and thereby improve them. A Kanban board is a project management tool that uses the principle of visualization. This means teams can work transparently on tasks and problems. This article shows how Kanban can be used effectively and will be used as a feature in OTRS.
Achieving corporate objectives with IT governance
We face numerous challenges in the corporate world. With advanced digitalization and the importance of the technology environment, success depends heavily on the role of IT. Governance, or oversight, is needed to ensure that IT initiatives strategically align with corporate objectives. This article explains IT governance and discusses how it can be achieved.
Tips for Successfully Becoming a Customer-Centric Company
A customer centric business model has almost become a buzzword. It sounds great and companies are quick to claim that they focus on customer-oriented needs. The question is if it holds up to their actual lived standards.
It’s simple to say that you put customers at the center of all you do. It is significantly harder to actually operate in that manner. Fortunately, there are steps you can take to improve your relationships with your customers.
Data governance – definition, advantages, tips, tools
Nowadays, we experience an increasing flood of data. It is increasingly important for companies to figure out how to handle data: Who has control over it and what exactly is the best way to handle it? This article sheds light on what data governance is and how companies can best benefit from it.
Self-service: what it means
Customers want one basic thing: quick solutions to their concerns and problems. An intelligent self-service portal makes this possible, improving the customer journey and saving service employees’ time. However, it is important that companies approach this area in a precise and structured manner.
Workflow automation – definition, advantages and tips
Automated workflows have considerable benefits for companies. They bring more security to processes and create much-needed freedom for employees and the customer. By achieving more in less time, productivity increases.
Workflow management system: definition, benefits, tips
Good workflow management requires the right system. This article explains how the system adds value and key things to consider when selecting a tool.
Workflow management: How companies benefit from optimized processes
Functional workflows are essential for organizations to be successful. With clear, efficient and goal-oriented processes, tasks can be better completed and results clearly achieved. This article introduces you to workflows, their management and the overall benefits of optimizing them.
Information management: Corralling the knowledge that drives business processes
Information is an important resource that can make a significant contribution to the success of organizations. The challenge lies in having the appropriate information available at a suitable time, in a suitable place and in the right form, optimized for the target group. This article explains how to achieve good information management.
Process optimization – how continuous improvement works
A process is a repeatable path a business takes to achieve its goals. Process optimization is used to analyze this path, improve it and intervene in a targeted manner in the event of obstacles or innovations. This article explains why this is so important, what the goals of process optimization are and which methods are best suited for this.
Process management improves work quality and efficiency
Processes move goals forward. So if a business wants to achieve its goals, it should definitely take a close look at its processes. This article explains what business process management is and how it can be successfully implemented.
How to optimize information flows in the company
Information is supposedly the most important commodity of our time. With the prevailing overload of information, it has recently become important to manage and filter it in a targeted manner - especially for companies. In this article, we explain why accurate information flows are so immensely important and how they can be optimized.
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.
3 Ways Investing in Customer Service Increases Sales
Good customer service is half the battle. Learn three tips on how to use it to boost your sales.
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?
Experiences with OTRS 8 After One Year
How modern OTRS 8 gives
customers more flexibility,
speed and customization.
Cyber security and Cyberattacks: Investments that pay off
The digitization of business is picking up speed. Find out why cyber security should not be neglected here.
Ethically Navigating the Complexities of Corporate Leadership
What does it mean to holistically evaluate the success of a company?
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.
Successful Teams – International And Remote
What is important for international and remote teams? What should you pay attention to?
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.
New Skills Leaders Need When Managing Remote Employees
What new skills are needed now that leaders are managing remote employees more frequently?
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.
What Does Gender Equality in the Workplace Mean?
Are we asking the right questions when it comes to gender equality in the workplace?
Why a good corporate culture pays off now
Innovative communication tools are necessary for efficient and pleasant work in the home office, but corporate culture is just as important.
Dealing with Work/Life Blending and Changes in Your Professional Life
We asked our female employees how they deal with work-life blending and what is important to them in this regard.
Reflections 2019: Business, Bias and Balance
Our CEO André Mindermann looks back on 2019 and reflects on the most important highlights. In addition, he sets the focus for the year 2020.
Business Trends to Watch in 2020
What are the trends for 2020 when it comes to your company? We give you an overview.
How Leadership Styles Impact Team Success
Leadership style is much more than just a set of instructions or personal responsibilities or making decisions for the employees.
OTRS Company Event 2019
The group celebrated its 9th international Company Event, which focused on the company's mission statement.
“Why Marketing and Human Relations have the same roots and how to prepare well for coincidences…”
Eight questions to Sabine Riedel, our board member responsible for the Marketing and Human Relations departments.
OTRS Group Nourishes the Hearts of Employees
On Tuesday, July 30, a team of OTRS Group employees gathered in Rock Hill, SC, to help out at the Dorothy Day Soup Kitchen.
Best Practice Tips for Building
Cross-functional Teams (XFTs)
Cross-functional teams can bring great added value to the company. If you want to exploit the full potential, you should consider a few points.
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.
OTRS Helps at Wiesbaden
Children’s Hospice
This was no ordinary working day for the employee of OTRS at the children's hospice Bärenherz in Wiesbaden.
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 Digitalization Compared to Digital Transformation?
What does digitalization have to do with digital transformation? And what is the difference?
How ITIL 4 Increases Business Flexibility
ITIL 4 can help you to break out of silo thinking through more flexibility.
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?
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.
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.
An Eventful 2018:
the OTRS Year-in-Review
From strategy change over new locations to OTRS 7 - much has happened in the 15th year of OTRS.
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?
