With our software solutions for Customer Service, ITSM, ISMS, Cyber Defense, we help companies be successful and comply with international standards.
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.
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.
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?
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.
Governance, Risk Compliance (GRC) defines the 3 most important areas of corporate governance.
Risk management is an essential component of GRC alongside corporate governance. This is how you prepare your company for risks and recognize opportunities.
Drive efficiency with resource management. Understand what risks exist and how to avoid these.
This feature add-on allows agents to link tickets together using a primary/secondary relationship. Once linked, there are several benefits.
Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
Networking, whether in the smart home or Industry 4.0, brings many advantages. But it also provides more opportunity for cyber attacks. Here is an overview.
Artificial intelligence has been part of our lives for a long time. What exactly do we mean by this, how is machine learning to be classified and is AI used everywhere?
Finding the right cyber security tool is not always easy. We have prepared a selection of tools and explain the differences.
Are vulnerabilities only limited to IT, or do they also have something to do with us? And when do we have to counter them and, above all, how?
More and more companies are opting for agile working. But what exactly does it mean, how can it be implemented successfully, and what are the difficulties?
