Improve University IT Service Management and Reduce Workloads

Learn how OTRS Group improved IT service delivery at a private women’s university.

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Field Service Management (FSM) Requirements and Solutions

Field Service Management helps to optimize field service and improve service for customers. Field Service Management software automates workflows and helps with everything from resource planning to order processing.

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Knowledge Management in Customer Service

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.

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Service Management – Definition and Goals

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.

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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.

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Automate Process Workflows to Improve Service

Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.

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