AI
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The Most Important Skills for the AI Era
AI is spreading relentlessly, implementation is advancing, and many executives are adopting an “AI First” stance. Technological development is moving at an incredible pace, and perhaps because of that, it raises more questions than ever. There is a lack of adequate strategies, experience, and ideas about where and how artificial intelligence can have the greatest impact.
For this reason, this article focuses on the human perspective. Practical approaches are needed to gain more control over AI usage and to achieve the best possible human-machine collaboration. In times when AI is taking over more and more tasks, the question becomes even more urgent: Which human skills matter most when it comes to working with and alongside AI?
Agentic AI vs. Generative AI: Comparison and Best Practices
Artificial intelligence (AI) is now firmly established in the workplace and in many other areas of daily life. While many people use it routinely, AI continues to evolve. While generative AI represents the most common form of use, agentic AI is now increasingly gaining ground.
This article compares both concepts, highlights their differences, and explains how the two forms of AI can be used intelligently or combined with one another.
AI Ticketing: Advantages, Disadvantages, Strategies
Artificial intelligence (AI) is gaining increasing importance for ticketing systems: while companies should not rely on it unilaterally, the advantages of AI are nevertheless obvious and represent an important factor in remaining competitive and future-proof in service management and other areas.
Building so-called AI ticketing or introducing AI-supported automations creates speed, relief, reliability, scalability, and constant availability.
This article breaks down what AI ticketing is, its advantages and drawbacks, and the strategies that work best.
Intelligent Automation: Definition, Background, and Applications
Anyone who brings clarity to the AI jungle has a good chance of turning the countless and initially hypothetical benefits of AI into real business value.
A stable and rewarding approach to this lies in intelligent automation, a combination of Artificial Intelligence (AI) and automation technologies. The result is a practical approach that, among other things, promises successful and efficient customer service.
The Future of Service Management: Automation, AI and Beyond IT
As organizations prepare their strategies for 2026, service management stands at an important turning point. The coming year will bring rapid technological shifts, rising expectations and the need for operating models that can adapt with greater speed and reliability. Many teams are now evaluating how to position themselves for what lies ahead, how to simplify growing complexity and how to make service delivery more strategic across the entire business.
Several trends are already shaping this outlook. Automation is evolving into a fundamental capability for efficiency. AI is becoming part of everyday operations. Integration is emerging as the base for transparent and connected workflows. Security is more intertwined with service quality than ever before. And service management continues to expand beyond IT into enterprise-wide practices. Understanding these developments helps organizations refine their plans for the next year and build service ecosystems that support long term resilience and business value.
AI in SMB IT: Status Quo and Solution Strategies
Artificial intelligence has promised to change customer behavior and revolutionize IT operations. In fact, it is already steadily doing so today. The hype is massive and its relevance is enormous. Many companies and individuals fear they may not be able to keep up. They worry about falling behind.
This article, based on recent survey data, examines what is realistic for SMBs when it comes to AI adoption. It also considers what remains wishful thinking. And, it offers recommendations for appropriate IT strategies. In contrast to AI euphoria, this article creates a realistic picture of the current status quo.
Device Management Software and Its Connection to Service Management
Modern IT landscapes are complex and growing even more so. Countless assets and a wide variety of devices are managed by IT teams. At the same time, the business expects IT to deliver strong services.
Large Language Models (LLMs) and Machine Learning: Background and Use in Customer Service
Artificial intelligence (AI) is bringing striking improvements to customer service. The challenge, however, is that many organizations still don't know how to make practical use of it. The excitement is real, and daily uses are varied. However, the true business value is slow to reach many companies.
To use AI effectively, it takes a deeper understanding of the mechanisms behind it. This article explores what Large Language Models (LLMs) and Machine Learning (ML) can accomplish in customer service.
AI in Customer Service
Artificial intelligence in customer service is an important competitive factor. This article explains the importance of artificial intelligence (AI) in customer service, its benefits and useful best practices.
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.
Data management: definition, benefits and best practices
Data and information are now among the most important resources. The problem is that most companies don't even know what data they have or how to use it. Valid data helps teams understand target groups correctly and create the right messages for them. The more structured the data is, the more easily companies can use it.
Data management, including its benefits and practical tips for companies, is the topic of this article.
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.
What are the advantages of artificial intelligence?
Artificial intelligence (AI) is a defining topic in the corporate world. Plenty of organizations are implementing AI systems to automate tasks or make better decisions, for example. This article looks at the specific advantages and disadvantages of artificial intelligence - and how companies can make the best possible use of this technology.
AI summaries of texts: tips and importance in ITSM
Artificial intelligence (AI) is becoming increasingly important. The main challenge for companies is using the new technologies effectively. AI-supported summaries of content are a useful way to act more easily, quickly and productively. This article shows how this can best be achieved – and how summaries can be connected to knowledge bases.
AI chatbot: advantages and tips for companies
Artificial intelligence (AI) is already part of everyday life in plenty of areas. One of these areas is chatbots. Conversational AI chatbots are one of the most common applications of generative AI. This article focuses on their advantages, how they work and tips for using them.
How to Build a Knowledge Base – and Get the Most Out of It
Knowledge is an important success factor for companies, but it often disappears into the black hole of various storage locations. In short: knowledge alone - especially in the hands of individuals - is not enough. It must also be easily accessible and organized. This article shows how customers and employees can use it quickly and flexibly with the help of a database.
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.
Process automation: More freedom to drive added value
Challenges, such as high costs and competitive pressure, characterize the professional world. At the same time, many companies are squandering their potential with unnecessarily long routine tasks. The solution is to automate repetitive business processes. This article shows exactly what this means and how it can work for your business.
How artificial is artificial intelligence?
Artificial intelligence has been part of our lives for a long time. What exactly do we mean by this, how is machine learning to be classified and is AI used everywhere?
Business Trends to Watch in 2020
What are the trends for 2020 when it comes to your company? We give you an overview.
