automation
25
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.
Service Desk Automation: Best Practices for Greater Efficiency
In recent years, IT has undoubtedly made impressive progress – including in service desks. Yet, service desk employees confirm that this work is still plagued by numerous inefficiencies.
The solution lies in service desk automation. If implemented smoothly, automation for service desks can deliver highly valuable improvements. Teams see higher productivity, increasesd cost savings and greater value creation.
The best practices presented here show how this can be achieved.
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.
Features in OTRS: AI Use Cases and Benefits
AI features are becoming increasingly important in software solutions. This blog post explores their benefits and their usage in OTRS.
Mobile device management: definition, applications and best practices
With an ever-increasing and diversified device environment in modern organizations, effective device management is crucial. This article explains what mobile device management is. It also discusses why it is important and how to implement it effectively.
Configuration Management – Definition and Best Practices
In increasingly complex corporate infrastructures, structured configuration management is crucial to meet the increasing demands on availability, performance and security. Initially, IT teams exclusively used configuration management. Today, other industries use it as well. However, in this article, we focus on the use of configuration management in support of the IT infrastructure.
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.
Time Tracking to Maximize Billing and Productivity
Time tracking helps service businesses drive profitability in two ways. For teams that sell services directly, such as agencies, legal teams, or consulting groups, every moment of customer work done equates to additional revenue. For teams that offer support services, maximizing the efficiency of each agent reduces waste and the need for additional workers.
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.
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.
What is CRM? How does it support customers and help the business?
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?
Why process automation is easier with experts
The decision to automate a process is not the end of the story. It's the implementation that counts - and that's easier with experts. Let's see why.
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?
Improve Response Times with Automated Security Processes
Automated security processes are more important today than ever before. Fast response times can avoid damage and high fines. Get informed now.
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?
