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A successful as-is analysis in a project is a systematic examination and documentation of the current status of processes, systems or procedures

Measuring customer satisfaction via CSAT. How do you determine your Customer Satisfaction Score? Calculation, definition and measurement

Learn how the incident escalation process works and why it is important for effective incident management.

What do the terms MTBF, MTTR, MTTA and MTTF mean? How do they differ? And what should you know about them?

Discover how case management software helps companies by increasing efficiency and optimising processes.

Customer satisfaction and customer loyalty through efficient CSM: Customer expectations are constantly rising. Companies should endeavour to offer outstanding customer service

In today's fast-paced business world, reliable IT services are essential to the success of any organisation. This article provides a comprehensive overview of the importance of IT services for organisations of all sizes

Service excellence, a term that is becoming increasingly important in today's business world

Discover how service mapping improves IT service performance, minimises downtime and supports compliance. Your guide to efficiency.

Learn what the MQTT protocol is and how it is used in the IoT. Discover the lightweight message protocol for telemetry transport and message queuing.

Find out how SLA monitoring ensures compliance with service level agreements for business services and monitors the availability of services.

Requirements management and its importance for project management and product development

Introduction to Enterprise Asset Management - Benefits - The holistic approach of EAM

Find out in our article why a successful single point of contact (SPOC) is so crucial and how you can implement your concept in 7 steps.

Learn in our blog how complaint management is systematically used to stabilise customer relations and quality assurance.

Information Technology Infrastructure Library Short and effective overview - ITIL as a process, guideline and framework in the best practices approach in service management.

A guide to optimising IT services according to ITIL Continual Service Improvement in IT service management for the continuous improvement of processes

The focus of a help desk platform is primarily the interface between IT and employees.

A decisive step towards more transparency and integrity was taken with the introduction of the Whistleblower Protection Act.

ITIL - Service Design instead of coincidence: The importance of functions and processes for effective and innovative services in IT service management

Learn more about ITIL Service Transition and the planning and roles in this process.

The service strategy according to ITIL® v3 represents an approach that provides an effective IT strategy for the introduction of IT services.

Service Operation (SO) is the third phase in the Service Lifecycle (Practices) in the Service Lifecycle through ITIL v3 and governs the provisioning and support of services to ensure that they are delivered efficiently and effectively. Here it is ensured that the IT services meet the agreed requirements (e.g., the accessibility of an application) and deliver results.

Problem Management - Process for identifying and managing the causes of incidents. Why is this important? Best Practices...

Incident Management (IM), everything you need to know! IM provides the process, the tools and the concept for an effective and quick resolution of incidents.

Meaning of “Internet of Things” - IoT for short

What are microservices, how do they work? Purpose and use

What is an Issue Tracking System (ITS) and how does it work?

Workflow-Management-Systems (WFMS): What exactly is it? How does it work?

What this is exactly and how you can use it for yourself is explained in the following article.

What exactly is CAFM and how does it work?

Read this article to find out how this works and what it brings to companies.

What exactly is good customer service? And how is this made possible in the company?

But how exactly is business continuity management implemented? And what helps with the implementation?

The reason why the quality of the products in your company should be constantly improved

How does Field Service Management work? And how do companies manage the complex organization?

The more employees your company has, the more complicated it gets.

In short, Enterprise Service Management (ESM) means the organization and control of all processes and services in all departments within a company