With our software solutions for Customer Service, ITSM, ISMS, Cyber Defense, we help companies be successful and comply with international standards.
The OTRS AG is sponsoring a 3rd grade class within the program “Class 2000” and promotes health in elementary schools.
More and more companies act globally today. But the collaboration of international teams is characterized by different challenges, which must be mastered.
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 cha
ISO 27001 certification signifies that a company or organization has established an ISMS that is in line with the international standard. Learn what you need to look out for and how to find the right ISMS solution to support certification efforts.
When you are a business and spend money to have a product implemented, trial/error, exploration or educated guessing lead to lots of rework and costly mistakes. How can you avoid this?
We cling to habits when we see in change a risk of losing our current status quo. Unfortunately, by doing so, we also miss the opportunity to improve the status quo.
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 thi
H2: Definition: What is escalation management? Escalation management is a procedure used by companies to deal with customer issues. It is used when agents are unable to help customers and the SLA window is getting tight. Escalating means passing the custo
Information is supposedly the most important commodity of our time. With the prevailing overload of information, it has recently become important to manage and filter it in a targeted manner - especially for companies. In this article, we explain why accu
Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today.
Asset management is the practice of gaining the most possible value from assets. Optimizing the use of your company's assets has financial and sustainability benefits. Asset management is the key to ensuring this optimization.
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?
The OTRS Group continued to expand its corporate social responsibility activities in 2022. The focus of our CSR measures this year was once again on sustainable and social projects. A look back.
Finding and retaining suitable employees is becoming increasingly difficult. Today more than ever, HR management must be fit for the future. To achieve this, HR transformation is essential. We take a look at why.
Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
