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                    Recent Articles
                    The Path to Effective Ticket Management
                    Backlogged tickets, long response times, frustrated customers: without effective ticket...
                    • Customer Service
                    • Tobias Kortas
                    How Enterprise Service Management Improves Service Quality Beyond IT
                    Internal services should be easy to use. In practice, they...
                    • ESM
                    • Laura Diral
                    How to Best Use AI and Automation in the Service Desk
                    Artificial intelligence and automation are now firmly embedded in modern...
                    • AI & Automation, Customer Service
                    • Tobias Kortas
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                    incidents

                    7
                    19/03/2026 | Tobias Kortas
                    IT Service Continuity Management: Objectives, Best Practices, Checklist

                    IT Service Continuity Management: Objectives, Best Practices, Checklist

                    Anyone who wants to avoid the worst-case scenario must prepare for it and anticipate it as much as possible. Severe incidents with disaster-level impact hit organizations hard — especially when they are unprepared. In such situations, an incredible amount is at stake within a very short time. What truly matters, therefore, is the time beforehand. This article provides a well-founded overview of IT Service Continuity Management (ITSCM), explains its objectives, outlines best practices, and provides a checklist.
                    ITSM | Security & Compliance
                    02/06/2025 | Tobias Kortas
                    Best practices for incident response management

                    Best practices for incident response management

                    Sophisticated incident response management makes it possible to respond well to incidents, contain their consequences and routinely increase security. As the stakes are high, this is a critical area that requires a highly organized, orchestrated approach. These best practices help you manage incidents successfully.
                    Best Practices
                    20/03/2024 | Tobias Kortas
                    How to Ensure Reliable Protection for Critical Infrastructure

                    How to Ensure Reliable Protection for Critical Infrastructure

                    The critical infrastructure is in the spotlight – among security teams and politically. It must be protected from threats so that it is always available to people. This article looks at how this can be achieved.
                    Best Practices | Security & Compliance
                    06/11/2023 | Tobias Kortas
                    Problem Management: The path to real solutions

                    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.
                    ITSM
                    24/05/2021 | Jens Bothe
                    About the right cyber security tool

                    About the right cyber security tool

                    Finding the right cyber security tool is not always easy. We have prepared a selection of tools and explain the differences.
                    Security & Compliance
                    08/03/2021 | Jens Bothe
                    Cyber security and Cyberattacks: Investments that pay off

                    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.
                    Security & Compliance
                    04/11/2020 | Jens Bothe
                    Security Incident Management Process – Planning and Implementation

                    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?
                    Security & Compliance

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