ITSM
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The most important ITSM Metrics and Best Practices
IT today plays a central role in driving business success. Because of this, the ability to measure service performance has become essential.
Organizations that truly want to govern their ITSM processes need clear, consistent, results-oriented indicators. ITSM Metrics are the tool through which daily operations can be transformed into measurable value, continuous improvement, and competitive advantage.
In this article, we analyze what ITSM Metrics are, why they are so relevant for business, which are the most important metrics to monitor, and how to build an effective ITSM Metrics Model – with particular attention to budget, ROI, and overall organizational maturity.
Why ITSM Is a Matter of Leadership
IT Service Management (ITSM) is not just about tools, but about a strong overall framework. Leadership plays a central role in providing ITSM with meaningful strategic direction and guiding the right technological developments.
For example, leaders must strengthen the teams that introduce, operate, and further develop IT services. When these teams are well positioned and capable, this also has a positive impact on the organization as a whole.
ITOM vs. ITSM: Differences and Similarities
In the IT world, we encounter many terms and concepts that are similar to one another but have some decisive differences. In relation to ITSM, for example, it is important to distinguish it from ITIL®, ESM, and ITOM.
This article provides an overview of ITOM vs. ITSM, clearly outlines the differences and similarities, and offers tips for the combined use of both approaches.
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.
MTTR: Definition, Calculation, Best Practices
MTTR is a frequently used metric in ITSM (IT Service Management) that can have four different meanings. Whenever MTTR is mentioned, it must be clear which MTTR is being referred to.
This article breaks down MTTR, shows how the different variants can be calculated and improved, and outlines suitable software solutions for incident management.
How to Achieve 2026 Budget Targets with Data-Driven ITSM
As organizations enter 2026, IT leaders face a familiar but increasingly pressing challenge: meeting business expectations, while operating under tighter financial constraints.
This makes the beginning of the year a critical moment. Budget decisions made now will define how effectively IT can support the business over the coming months. Achieving budget targets is all about investing wisely and clearly demonstrating value. Data-driven IT service management (ITSM) plays a central role in this shift by turning operational insight into budget-relevant outcomes.
Outlook: How SMBs Will Succeed with IT in 2026
The focus is fixed on the year 2026 and its challenges, but also on its opportunities. Especially for small and medium-sized businesses (SMBs), it is crucial to position themselves wisely and deal sensibly with trends—without excessive euphoria or panic, with purpose and aligned to their own capabilities.
Artificial intelligence (AI) has moved beyond the experimentation phase: now, many companies must implement it in order to remain competitive. At the same time, smart approaches are required in other areas as well. Many SMBs can hardly afford missteps and must therefore convert their resources into measurable results as efficiently as possible.
This article reveals what SMBs can expect from IT in 2026 and what proven solution strategies look like.
Change Management Software: Solutions, Comparison, Interdependencies
Change management processes are among the most critical undertakings that organizations have to face. Transformation and change are associated with many uncertainties, ranging from internal resistance to unstructured implementation.
The right software, tools, and methods are required to successfully manage this comprehensive, mission-critical process. This article explains which specific solutions and approaches come into question— including the ten best change management software solutions for 2026.
Service Level Management: Benefits and Application in the Ticketing System
Expectations and reality often differ. With intelligent Service Level Management (SLM) – also called service quality management – a different picture emerges: this way, service providers and their customers know exactly which services must be delivered and to what extent.
In IT Service Management (ITSM), support from a ticketing system is necessary to fully meet customer expectations. This article shows what the right software features can accomplish so that both customers and service providers feel clarity and complete satisfaction.
IT Budget: Status Quo for Companies and Outlook
What truly determines success in IT is the way companies use the budget available to them. Certainly: Many organizations are currently feeling increasing budget pressure due to the tense situation in the global market.
For IT leaders, this often means working with a smaller budget. Their task is now to use it as intelligently and purposefully as possible.
This article examines the financial situation in which especially small and medium-sized enterprises (SMEs) find themselves (and will find themselves), and how they can best deal with it.
IT Operations Management (ITOM): The Silent Backbone
Organizations today depend on regular, stable IT operations. Failures, disruptions, and irregularities reveal that IT Operations Management (ITOM) — often unnoticed — forms a valuable cornerstone.
This article explains the key functions of IT Operations Management, its benefits, and how it connects to IT Service Management (ITSM).
CMDB Software & Tools: Definition, Functions, Examples
Today’s IT landscapes are more dynamic than ever: hybrid cloud environments, containerized workloads, “as-code” infrastructures, and an ever-growing number of SaaS services. Without solid contextual data, IT operations can quickly turn into an IT blind flight: incidents have far-reaching consequences, changes are risky, security findings are difficult to prioritize, and audits cost both time and nerves.
This is exactly where CMDB software (Configuration Management Database) comes in. It consolidates data from discovery tools, cloud APIs, ITAM, APM/monitoring, and DevOps pipelines, normalizes it, and—most importantly—makes one thing visible: the relationships and dependencies between IT resources, from business services to technical components.
The “Right” Ticketing System: How to Choose It
Ticketing systems streamline workflows, improve transparency, and enhance team collaboration. The resulting time savings, greater efficiency, and well-organized, centralized information help businesses make better use of their budgets, empower employees with clarity, and provide customers with faster, higher-quality support.
This article first examines the core requirements of a ticketing system and then discusses specific needs and key features of OTRS, providing readers with a solid understanding of what to look for.
Change Advisory Board (CAB): Definition, Benefits, and Best Practices
Whenever change happens, a lot is at stake. Businesses can achieve significant progress — or face substantial setbacks. Resistance to change is often the first sensitive pressure point, and from a technical perspective, numerous challenges can emerge as well.
This article explores the concept of a Change Advisory Board (CAB), outlining its definition, roles, responsibilities, benefits, and best practices — including a practical checklist for using it effectively.
Translation Management: Benefits, Use in OTRS, and Context
Different languages have always posed challenges — in customer service and ITSM just as much as in many other fields. As companies and their customer bases become increasingly international, people from a wide variety of linguistic backgrounds and with different levels of language proficiency must communicate and collaborate.
This article highlights the advantages of a well-designed translation management feature within a ticketing system and explains how OTRS makes handling multiple translations simple and efficient.
How to Achieve a Positive ROI in ITSM/ESM
Companies are under cost pressure: this is especially true today, but it has always been the case. Smart business management means ensuring that expenses pay off and deliver a positive return on investment (ROI) within a foreseeable time frame.
This article explains how to reliably achieve ROI in IT Service Management (ITSM) and Enterprise Service Management (ESM).
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.
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.
Service Desk Software – Definition and Key Features
Modern service desk software is more than a support tool. It combines ITIL processes, integration features, and automation. This creates one platform for all service requests. It serves as the main point of contact. This forms the base for efficient and measurable IT service management.
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.
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.
What is a CMDB?
A Configuration Management Database (CMDB) is a fundamental requirement for optimizing IT Operations Management (ITOM) and delivering IT services in a structured and transparent manner. This article explains exactly what a CMDB is and how it can prove to be beneficial.
Service Request Management – Definition, Tools and Best Practices
Service request management is a central component of modern ITSM frameworks such as ITIL (Information Technology Infrastructure Library). It helps to increase user satisfaction through repeatable and scalable processes.
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.
10 ITSM Best Practices – Delivery Service More Successfully
Best practices in ITSM are proven methods that ensure the efficient provision and management of IT services. They serve to optimize processes, increase service quality and align with strategic business objectives. The aim is to sustainably promote scalability and customer satisfaction.
IT Solutions: How companies benefit from them
Problem - solution: It's a simple connection, but one that sometimes requires complex steps. An IT solution is more than a piece of software. It is a comprehensive approach that technical support uses to solve a business problem or improve a process. Here we explain exactly what business IT solutions are, what types exist and how companies can benefit.
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.