IT service management
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Assessment: How mature is your ITSM?
In fact, many companies overestimate their ITSM maturity level. Most are still in a relatively early stage. In other words, there’s still huge potential for growth. Big leaps can be made with just a few activities.
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.
ESM vs. ITSM: Differences and Similarities
Enterprise Service Management (ESM) extends the principles of IT Service Management (ITSM) to the entire organization. The value of service management increases when companies are able to apply it effectively across different departments. In addition to technical aspects, business and strategic orientations become more prominent.
However, ESM isn’t always the right choice. Whether a company should focus on ITSM or ESM depends on various individual factors.
This article clarifies the differences and similarities between the two. It also explains under which conditions ESM makes the most sense.
The Best Knowledge Management Software: Best Practices, Criteria, Comparison
The way an organization manages its knowledge base can significantly impact productivity, innovation, and customer satisfaction. With the increasing complexity of the digital work environment, companies must rely on leading knowledge management solutions.
Helpdesk Ticketing Systems: Criteria, Use Cases, Benefits, and Tips
Un soporte al cliente eficaz es clave tanto para las empresas como para sus usuarios. Como elemento central del servicio al cliente, la mesa de ayuda —estrechamente relacionado con la mesa de servicios, pero con un enfoque más reactivo— se encarga de gestionar solicitudes entrantes.
Además de las habilidades del equipo de soporte, el software utilizado juega un papel crucial. Con las herramientas adecuadas, es posible registrar, categorizar y derivar problemas y solicitudes de manera eficiente al equipo correspondiente.
En este artículo te mostramos cómo las empresas pueden elegir el sistema de mesa de ayuda más adecuado.
ITSM vs. ITIL: The differences between the discipline and the framework
ITSM stands for IT service management. People often use this and the term Information Technology Infrastructure Library (ITIL) interchangeably. They have many important parallels, but it is still important to differentiate between the two. This article explains how the terms relate to each other - and how they are best used.
Trouble Ticket System: Functions and Areas of Application
Efficient handling of incidents and service requests is a key component of modern IT and support structures. In complex system environments, standardized processes enable traceable and scalable case management. Trouble ticket systems support the structured documentation, classification, and tracking of requests throughout their entire lifecycle.
ITSM Glossary
The field of IT Service Management (ITSM) is full of important terms and concepts. This glossary provides clarity and a quick overview of relevant knowledge.
10 Best Practices for Successful Service Management
The services that companies provide to their customers contribute directly to their reputation and long-term economic stability. It is not just about running a service management system anymore. It is about doing it smartly. This article explains how this works.
IT change management: background, objectives and checklist
IT change management is the key to making IT system changes smooth and efficient. It minimizes risks in a targeted manner and ensures maximum system stability. It also strengthens cross-team communication, meets compliance requirements and promotes seamless collaboration - for uninterrupted business operations.
IT Operations: definition, applications, best practices
In today's world, companies rely on functional IT operations (ITOps for short). This core IT area provides the technical management to keep processes and IT services running. A few tips and best practices can help with challenges such as acute threat situations, AI implementation or automation.
20 Best Practices for IT-Change-Management
This article presents ten best practices for IT change management from ITIL® (Information Technology Infrastructure Library). It also includes ten more practices. These 20 practices give a clear overview of successful change management. This applies to IT and other fields too.
IT Service Catalog: Definition, Benefits and Best Practices
The world of IT services is complex. Numerous services are available in the modern corporate world. A catalog identifies these and provides users with an overview about what’s possible. This article provides an overview of the service catalog and how it may be structured.
IT support – definition, tasks, and tips
IT support performs an important task for companies. This is the organization that customers reach out to for help with all types of technical inquiries. IT support services can vary greatly – from helping people with standard processes to solving complex technology problems. This article sheds light on what exactly IT support is about and how to get started in the field.
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.
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.
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.
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.
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.
IT Services Defined. Plus, 10 Helpful Examples.
In the modern corporate world, information technology (IT) services largely determine success and failure. IT forms the backbone of a company and gives it creative power. To stay competitive in business, technology must support profitability and sustainability.
In this article, we offer a definition of IT services and present 10 important examples of what these are. This gives you a comprehensive overview of this important area.
What is an IT Service Desk?
What is a service desk and how does it differ from a help desk? What advantages does it offer, what tasks does it have, and how does service desk software provide support?
Service Level Management (SLM) – Objectives and Processes
Service Level Management (SLM) is an ITIL discipline and the basis for the successful implementation of IT service SLAs. Learn how to ensure that all service level management objectives are met and how ITIL 4 processes can help.
Service Level Agreement (SLA) – Definition and Implementation
A service level agreement (SLA) is a general agreement between a customer and a service provider. It defines services and related response times. What does an SLA contain, and how is it used?
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.
Grey market provider: Even if the price is tempting, it is worth taking a closer look!
Four reasons why working directly with the product manufacturer is better for your business.
