With our software solutions for Customer Service, ITSM, ISMS, Cyber Defense, we help companies be successful and comply with international standards.
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
Service management deals with the optimization of services provided to customers and much more. Learn in more detail what needs to be considered in service management and how it can contribute to the success of your company.
As a company, we live and work today in a way that protects the future – that’s what Corporate Social Responsibility is all about at OTRS Group.
About the difficulties of the public sector in implementing the digital transformation.
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.
Good workflow management requires the right system. This article explains how the system adds value and key things to consider when selecting a tool.
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 overal
A process is a repeatable path a business takes to achieve its goals. Process optimization is used to analyze this path, improve it and intervene in a targeted manner in the event of obstacles or innovations. This article explains why this is so important
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
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.
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
ITSM processes are essential for efficient IT service management (ITSM). The ITSM framework that’s based on the ITIL (Information Technology Infrastructure Library) forms the basis for this. Find out why no IT organization should be without ITSM processes
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
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 sustainab
