ITIL
15Incident Response Plan (IR Plan) – Creation & Template
Don't have an incident response plan yet? You are not alone in this. Many companies do not have fixed procedures for responding to incidents.
In our digitalized working environment, it is crucial to know how to prepare for potential threats and respond to incidents. It is important to protect business processes. In the worst-case scenario, negligence in this area can cripple the entire value chain or lead to severe penalties.
Incident Response – Definition, Goals and Best Practices
Responding to incidents is crucial for companies - especially those who are considered part of the critical infrastructure (KRITIS). Sometimes it’s even essential for survival. Incidents may be disruptions to business operations or situations that affect the relationship with the customer, for example.
Incident Management – Meaning, Objectives and Process
Effective incident management is a key prerequisite for smooth and secure company or organization operation. The following provides a detailed overview of the importance, objectives, roles and processes related to incident management.
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.
IT Change Management Process: How to effectively handle technical changes
The only thing that is truly constant is change, especially within business context. In fact, modern leaders rely on various frameworks for handling change. In the IT organization, the most common framework for handling change to a service is the ITIL change management process. In this article, we'll take a look at this process, its advantages and its role in the future of ITSM.
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.
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.
Security Incident Management Process – Planning and Implementation
How does an incident management process work? What has to be considered in case of an incident? And how can STORM help?
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.