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Knowledge article

Continuous improvement in the ISO context

Continuous improvement is required in several ISO standards, such as ISO 27001 and ISO 9001. However, companies benefit not only in the course of the ISO 27001 and ISO 9001 audit if processes are improved in a long-term and measurable way.
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Knowledge article

How innovative tools and technologies can give your supply chain management wings

Complying with the German Supply Chain Act is demanding and increasingly important. The right tools help organizations map, manage, and monitor supply chains transparently—supporting reliable suppliers, high quality, and long-term competitiveness.
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Expert article

Getting the curve right: How to get better risk assessments through adjusted modeling and target figures

Meaningful and accurate risk quantification can create long-lasting added value for the entire company. However, our authors explain in this specialist article why the use of extreme values and conventional modeling should be avoided at all costs.
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Knowledge article

Service level agreements (SLA) in ITSM: definition, areas of application and content

The aim of SLAs is to define the subject matter of the contract (in this case the service) and its execution in advance using measurable parameters. At the same time, communication about the service should lead to a sustainable improvement in services and increase user and customer satisfaction.
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Knowledge article

The role of artificial intelligence in risk management

Nowadays, companies not only have to identify and minimize ever more diverse existing risks, but also anticipate potential future threats. This is where artificial intelligence (AI) comes into play, as it has the potential to fundamentally change risk management.
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Knowledge article

Hyperautomation: Why there is no way around this trend

More efficient, faster, more agile: Companies must continuously evolve to stay competitive. One approach is hyperautomation—a strategic concept that Gartner ranked among its nine top technology trends back in 2021.
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Knowledge article

Three lines of defense in GRC

What do American football and GRC have in common? To defend their end zone against the opposing team, defensive players quickly line up in three defensive lines. Three lines of defense can also be used to protect a company from risks and provide comprehensive benefits.
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Knowledge article

Information security with ISO 27001 certification for KRITIS operators

Critical infrastructure operators are attractive targets for cyberattacks. Inadequate security can have serious consequences for the public. For this reason, software-supported information security is mandatory for critical infrastructure and can be demonstrated, for example, through ISO 27001 certification.
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Knowledge article

Accessibility in software development

Software plays an increasingly important role in everyday life and should be independently usable by everyone. Accessibility is already mandatory for public-sector organizations and, since June 2025, relevant to many private companies as well. At the same time, businesses and developers benefit from improved accessibility.
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Knowledge article

Internal control system | ICS—definition, areas of application, implementation

Confidence in your own abilities is good. Self-control is better. For this reason, you should not run your business without an internal control system (ICS). An ICS minimizes operational and financial risks. For certain industries or legal forms, an ICS is even mandatory.
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Expert article

Strategies for digitalization in the healthcare sector

How can digital transformation succeed in healthcare? Discover how IT service management, automated processes and self-service portals enhance IT security, reduce the workload of healthcare and nursing staff, and support efficient, future-proof patient care.
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Comparison

EPC and BPMN 2.0 – advantages, definition, and differences of the two process modeling languages

Business process modeling highlights opportunities for improvement and areas requiring action. But how do Event-driven Process Chains (EPC) and Business Process Model and Notation 2.0 (BPMN 2.0) differ—and what advantages do they offer?
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Knowledge article

Self-service portal in B2B: The most important functions

A self-service portal (SSP) enables employees, customers, suppliers and partners to use your company services independently. Around-the-clock availability plays a central role in this. For the portal to become an effective “Single Point of Contact” (SPOC), certain functions must not be missing.
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Knowledge article

Business continuity management made simple

Business continuity management (BCM) helps prevent potential emergencies and ensure business continuity. If an emergency does occur, defined measures and emergency plans ensure that disruptions are quickly resolved, emergency operations are initiated and normal operations are resumed as soon as possible.
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Knowledge article

What is SIAM in IT service management?

Discover how service integration and management (SIAM) helps manage multivendor IT environments. Learn the benefits, models and how ITSM tools such as OMNITRACKER contribute to a successful implementation.
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Knowledge article

10 tips for creating a knowledge base

A company’s knowledge is often scattered across many locations. A knowledge base brings information together centrally in a structured, accessible digital library. It can include guides, FAQs, policies, support processes, technical terms, and product details for employees and customers.
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Knowledge article

PDCA cycle: continuous optimization of quality-relevant processes

The PDCA cycle supports the structured optimization of quality-related business processes. Its goals include greater customer satisfaction, higher efficiency, and stronger resilience against data loss or cyberattacks. It also provides a foundation for implementing international standards.
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Expert article

More than enough is too much | Accurate protection needs analysis in asset management avoids overprotection

Protection needs analyses are essential for safeguarding company assets effectively and naturally overlap with asset management. Our authors explain how organizations can group assets, assess their protection requirements, understand the benefits of this approach, and determine what a suitable software solution should provide.
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Knowledge article

Benefits of an ISMS in the context of an ISO 27001 certification

ISO 27001 certification requires a functioning Information Security Management System (ISMS). For some business sectors, compliance with certain ISO/IEC standards is mandatory. An ISMS offers many benefits, but its core purpose is clear: stronger information security.
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Knowledge article

How to improve your (IT) services by using customer segmentation

Companies that segment their customers into clusters can not only target the right customers with the right offering—they can also improve their overall service.
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Knowledge article

Compliance software and ESG: How audit tools help demonstrate sustainability

Whether driven by the EU Taxonomy, the German Supply Chain Due Diligence Act, or rising expectations, companies increasingly need to demonstrate sustainability transparently. Compliance software helps structure ESG criteria, document results, and create the necessary evidence.
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Knowledge article

AI in ITSM: How you can free up support and deal with resource problems

AI in IT service management speeds up standard requests and reduces the workload for support teams, leaving more time for complex tickets. This article shows which ITSM tasks AI can handle, how AI-powered support can maintain quality, and why investing in modern AI-enabled software is worthwhile.
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Knowledge article

Audit software: How to optimally prepare, document and successfully conduct audits

Audit software simplifies complex audit and compliance processes and helps organizations comply with laws and standards. But when are spreadsheets no longer enough? This article explains who can benefit from audit tools and which requirements they address.
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Expert article

Launching a central service management system for schools

Launching a central service management system for schools: An innovative funding project for IT administration in educational institutions—publication in the Sachsenkurier about the use of OMNITRACKER in Saxon schools and educational institutions.
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Expert article

How the ITIL framework leads to greater customer satisfaction

The pandemic-driven shift to remote work made it clear just how far companies had progressed in their digital transformation. At the same time, it highlighted how central IT is to business operations: it connects key processes and supports services—regardless of industry or company size.
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Comparison

Robotic Process Automation (RPA) – die Revolution bei der Automatisierung von Geschäftsprozessen?

Robotic Process Automation automatisiert wiederkehrende Aufgaben schnell und systemübergreifend. Doch wo liegen ihre Grenzen – und wann bietet BPMN 2.0 die bessere Grundlage für die Automatisierung komplexer Geschäftsprozesse?
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