Digital Transformation News & Trends | OTRSmag

Outlook: How SMBs Will Succeed with IT in 2026

Tobias Kortas — Thu, 18 Dec 2025 10:11:47 +0000

Outlook: How SMBs Will Succeed with IT in 2026

2025-12-18
Tobias Kortas

Digital Transformation

The focus is fixed on the year 2026 and its challenges, but also on its opportunities. Especially for small and medium-sized businesses (SMBs), it is crucial to position themselves wisely and deal sensibly with trends—without excessive euphoria or panic, with purpose and aligned to their own capabilities.

Artificial intelligence (AI) has moved beyond the experimentation phase: now, many companies must implement it in order to remain competitive. At the same time, smart approaches are required in other areas as well. Many SMBs can hardly afford missteps and must therefore convert their resources into measurable results as efficiently as possible.

This article reveals what SMBs can expect from IT in 2026 and what proven solution strategies look like.

Status quo

Many SMBs have a clear backlog when it comes to IT. Somewhat paradoxically, most of them are well aware of their shortcomings, such as outdated approaches, technological legacy systems, a lack of integrations, and the failure to implement modern software solutions. In practice, however, progress is slow due to various constraints such as budget limitations, time capacity, or insufficient internal know-how.

Real progress requires budget and expertise

In our in-house study “The State of SMB IT for 2026,” 29% of the surveyed IT specialists and executives cite budget constraints as the main reason why they do not use advanced ITSM, ITAM, and device management tools. Seventeen percent name a lack of qualified personnel, and 16% cite integration difficulties. However, only 9% see an unclear ROI as the main reason, and just 5% cite no perceived need. This clearly shows that the willingness and understanding of the benefits of advanced tools are present, but that the practical means for implementation are lacking.

Integration as a pain point

ITSM and ITAM processes are also often poorly integrated. To link the two, two thirds (67%) of respondents still rely on manual processes and Excel spreadsheets. Monitoring tools also frequently remain isolated: only 39% of SMBs have fully integrated them with their ITSM systems.

AI – as expected – a top priority

Meanwhile, AI is considered a top priority in the minds of decision-makers: 71% of respondents view it as “important” or “very important,” but in practice they face obstacles such as cost concerns, security issues, insufficient expertise, or integration difficulties. So far, AI is primarily used for IT asset tracking and reporting, task automation, trend analysis, process optimization, and the prediction and prevention of IT incidents.

Overall, many SMBs bring good prerequisites to act progressively, modernly, and with a future-oriented IT strategy. However, they encounter practical obstacles in many areas that are not easy to overcome.

Challenges

A sluggish economy, experiences from multiple crises, cost-cutting pressures: even at the level of IT budgets, overarching challenges are manifold. On the other hand, a shortage of skilled workers, insufficient internal know-how, and small teams face numerous technical hurdles and practical needs.

Another challenge is the presence of tools that are outdated, poorly integrated, or barely aligned with one another. Many IT departments must first resolve their internal issues before they are able to tackle new challenges. This creates a latency period during which many SMBs lose technological ground. This underscores how important it is to continuously maintain and update internal IT processes and to keep an eye on the organization’s ITSM maturity level.

For IT service delivery, in addition to staff shortages and budget constraints as the leading challenges (each cited by 40%), security and compliance (37%), slow response times (35%), and insufficient tool integration (32%) are also considered major challenges.

Opportunities

There are also several areas in which small and medium-sized businesses can turn circumstances to their advantage and develop new capabilities. One key aspect lies in targeted efficiency gains, enabling organizations to achieve as much as possible with limited resources. This first requires an excellent overview of the IT market and the company’s own capabilities.

Important prerequisites include market analyses, maturity assessments, and a focused examination of existing tools and competencies. If companies then deploy AI applications, automation, or process and workflow optimizations precisely where they make sense, previously untapped potential can be unlocked in some cases.

In line with this, many SMBs seize opportunities less through radical IT overhauls and more through targeted modernizations with measurable benefits. Progress is gradual but steady. This is also reflected in the top priorities for 2026:

41% of surveyed SMB representatives primarily want to improve security.
31% are focused on automating IT workflows.
30% are considering introducing AI services or tools.
29% want to invest in increasing employee productivity.
30% identify employee training as a top priority.

It is precisely in these areas that the most valuable opportunities are hidden:

Those who maintain a high level of security protect themselves against numerous threats.
Those who introduce automation and AI operate more efficiently, reduce errors, and gain flexibility.
Those who focus primarily on their employees look inward and recognize what truly matters: people who drive the company forward—especially creatively, strategically, and in value creation.

A derived formula for success could look like this:

SMBs should combine the strengths of artificial intelligence and automation with human creative power in a secure environment. This provides fertile ground for fully developing their potential.

Perspectives for 2026

When we sharpen our focus on the year 2026, several key areas emerge that are decisive for SMBs in terms of their IT strategies.

The rise of AI

Artificial intelligence (AI) is receiving a great deal of attention—too much, according to some observers, who instead emphasize distinctly human values and strengths. However, there is no contradiction here: for successful, modern, and future-oriented IT, AI plays a key role that only takes on clear form and becomes a game changer when combined with human strengths such as creativity, unconventional thinking, and strategic oversight.

One of the findings of our study “The State of SMB IT for 2026” was that 17% of respondents consider a lack of knowledge or expertise, and 15% integration difficulties, to be the biggest obstacles to using AI. Both are among the most frequently cited answers and can be addressed internally, as they are internal factors, by investing in training and education and by revising the existing tool landscape.

External factors such as costs (19%) or concerns regarding hallucinations and data accuracy (8%), on the other hand, can be addressed through intelligent budgeting and optimized prompting.

For SMBs, the path forward now lies in gradual AI implementation. The relevant applications must be used sensibly for specific tasks and with a clearly identifiable and measurable benefit.

The topic of security

Security remains a top topic for IT. “Safety first” is not just a phrase here, but a clear directive that IT leaders are following. After all, other factors such as the broad implementation of AI and automation or the introduction of new modern tools depend on IT security and compliance.

Security requires continuous attention, particularly in hybrid and remote-oriented work environments. The highest priority is ensuring that regular IT operations run smoothly, without issues, outages, or delays. To avoid and mitigate risks, SMBs should invest not only in relevant technologies but also in process optimization and regular employee training.

To move boldly and confidently into the future, SMBs must not allow security challenges to hold them back.

Enterprise Service Management (ESM)

Take what is successful and promising and apply it as broadly as possible: this is a well-known formula for success. Instead of constantly trying new things, proven practices are applied to new areas. According to this principle, IT Service Management (ITSM) can be expanded into Enterprise Service Management (ESM), allowing as many departments as possible to benefit from useful ITSM practices.

According to our study, typical areas in which SMBs use ITSM-based tools and workflows include customer service (49%), human resources (43%), finance (42%), and office management (41%). However, less typical areas such as facility management or marketing are also suitable for ITSM practices.

In 2026, efficiency and measurable results are required instead of experimentation and exploration. Against this backdrop, SMBs must use the resources available to them wisely and profitably.

Meaningful investments

The question of how much budget is allocated to IT—just as in other areas—can be boiled down to the fundamental question: “Invest or save?” Meaningful investments are the logical answer, but where and how investments will be successful often cannot be clearly determined in advance.

In 2026, SMBs are required to conduct strategic analyses and deploy their IT budgets with precision. Simply saving money means missing out on important developments and trends, while misguided investments can lead to financial imbalance and, as a consequence, almost certainly to technological lag.

Empowering employees

Letting the gaze drift solely toward technology does not even complete half of the puzzle of successful SMB IT. Accordingly, more than half of the surveyed SMBs state that training and continuing education are crucial for achieving an adequate level of ITSM maturity.

This requires not only intuitive tools, but also the appropriate know-how to use them effectively and purposefully. This is a key factor in successfully positioning IT as a strategic driver in support of business objectives in 2026 and beyond.

Background: Employees are increasingly called upon to manage initiatives, make relevant decisions, and achieve problem solutions.

Conclusion

Small and medium-sized businesses (SMBs) are currently in a state of tension when it comes to IT. On the one hand, they feel pressure to invest, keep pace with trends and developments, and introduce efficient processes. On the other hand, practical constraints such as technological legacy systems, small teams, and budget limitations stand in the way.

This vicious circle can sometimes weigh heavily, but it can be at least partially broken through intelligent decisions. Companies must have a clear understanding of themselves, their requirements, and their ITSM maturity level in order to make real progress with software, implement task-based AI, and provide appropriate training and education for their employees.

In 2026, the goal is no longer merely to experiment with numerous technological innovations, but to achieve measurable results. This requires, among other things, software that promises a rapid ROI and simplifies day-to-day operations. SMBs must evaluate trends based on their own status quo and adapt them selectively—where it makes operational and strategic sense.

Tobias Kortas

Digital Transformation

Change Management Software: Solutions, Comparison, Interdependencies

Tobias Kortas — Wed, 17 Dec 2025 07:05:44 +0000

Change Management Software: Solutions, Comparison, Interdependencies

2025-12-17
Tobias Kortas

Digital Transformation, ITSM

Change management processes are among the most critical undertakings that organizations have to face. Transformation and change are associated with many uncertainties, ranging from internal resistance to unstructured implementation.

The right software, tools, and methods are required to successfully manage this comprehensive, mission-critical process. This article explains which specific solutions and approaches come into question— including the ten best change management software solutions for 2026.

Software for Change Management

There is much that can be reported about change management and the most suitable approaches for it. Many of these are theoretically sound and can also be adapted in practice (in part), but they lack the decisive element: tools and software that ultimately make change processes successful.

One example: The ADKAR model is very well suited to analyzing change processes in phases. It proves to be a good foundation but, on its own, does not yet create added value, as it does not provide support for the concrete implementation of changes.

What is often missing, therefore, is the topic of software support, which is what makes large change processes possible in the first place. This is the focus of this article.

The Different Types of Change Management Software

In principle, a distinction must be made between software that is developed specifically for change management and solutions that—alongside other functionalities—also support change management. What is always important is the structure that the respective software solution provides and the most intuitive possible usability.

Below are the most important software categories that benefit change processes:

Specific Change Management Software

Yes, it exists—specific software developed exclusively for change management processes. It can be used to plan, implement, and monitor changes. This type of software primarily makes sense for long, extensive processes that can sometimes even span years.

IT Service Management Software

Software designed for IT Service Management (ITSM) offers a frequently used approach, as change management—alongside problem management and incident management—is one of the core ITSM processes. Advantages lie above all in an excellent overview of all change activities, automations, and controlled work on IT services and IT infrastructure.

Business Process Management Software

A Business Process Management Suite (BPMS) supports organizations in designing, modeling, automating, executing, and improving business processes. This makes it also highly suitable for changes to business processes.

Collaboration Software

Collaboration software has found its established place, particularly in hybrid or remote-based work. Often, it is simply about smooth communication. For change projects, it is also of interest for planning, organizing, and managing resources. For “simple” project collaboration, some form of collaboration software is almost always used.

Document Management Software

Document management is broadly defined; in the working world, a well-organized document repository proves to be decisive in many areas. Especially in (critical) change processes, countless documents are generated that must be centrally and clearly available. This also includes audit security and compliance.

The 10 Best Software Solutions for Change Management 2026

In general, the following applies: choosing the most suitable software for change management is an individual matter. Every organization, every industry, and every project comes with specific requirements.

Creating a fixed selection is therefore actually impossible. Thus, the overview of the ten best change management software solutions for 2026 is primarily intended to sharpen the view for the solutions on the market that appear to be the most useful and best suited for change management.

#1 OTRS

OTRS is a software solution developed for ITSM, but it also demonstrates its strengths across departments for Enterprise Service Management (ESM). A key point lies in automated, ITIL-compliant processes that can be excellently adapted to individual requirements.

For change management, OTRS covers and consolidates all requirements. Change processes are, for example, traceable and audit-proof at all times. Responsible parties and dependencies can also be automatically integrated into communication, with the Configuration Management Database (CMDB) providing classifications and documentation for all configuration items (CIs). Reminders, due dates, and priorities support the scheduling.

In short: responsible parties always have the status quo in view, while business processes safely guide through the change process. Automations and AI services accelerate workflows and create valuable capacity.

#2 EasyVista Service Manager

EasyVista Service Manager is an integrated solution that is suitable for the structured control of IT changes. The solution offers clear workflows, automated approvals, and complete transparency across all changes. Risks, impacts, and dependencies can be centrally assessed, while dashboards and reports provide information on process status at any time.

Through flexible customization options, defined roles, and SLAs, EasyVista supports controlled, compliant, and efficient change management.

#3 Freshservice

Through integration with other solutions from the California-based manufacturer Freshworks, the AI-powered Freshservice proves to be well suited for integrated automations in ITSM. Advantages include a user-friendly interface, a structured platform, and a centralized system for all change requests including documentation. With the tool, IT professionals, decision-makers, and stakeholders can collaborate on change processes.

#4 Jira Service Management

Jira Service Management is a holistic ITSM solution with which change requests can be comprehensively covered. Users can carry out risk assessments, access dependencies, and view the potential impact of changes. Those who focus primarily on risks may find Jira Service Management interesting.

#5 ManageEngine ServiceDesk Plus

This is also a complete ITSM solution with which IT changes can be visualized using a workflow designer. Changes can likewise be logged and tracked based on incidents and problems, and input and approvals can be obtained—for example from members of a Change Advisory Board (CAB). Users can also configure automated workflows and notifications.

#6 Whatfix

Whatfix is a Digital Adoption Platform (DAP) that supports organizations in making processes such as change management, user onboarding, and the use of enterprise software more efficient. For change management, the software reduces training effort, aims to support employee adoption, and helps prevent errors when using complex systems.

#7 SolarWinds Service Desk

This is a cloud-based, AI-powered ITSM solution that aims to increase productivity, improve the user experience, and enhance IT operations. For change management, the provider promises structured processes to minimize risks and increase stability. Users are expected to be able to plan, implement, and communicate changes seamlessly.

#8 SysAid

The ITSM provider SysAid offers change management modules that support organizations in planning, tracking, and controlling changes. Promised benefits include seamless collaboration between teams, reduced downtime, and a structured approach to implementing changes.

#9 Ivanti Service Manager

Ivanti Service Manager, as a modular ITSM platform, maps various IT processes in a modular way, including change management in accordance with ITIL standards. Ivanti supports the entire lifecycle of changes in IT environments. Ivanti’s change management environment is intended to enable controlled, transparent, and low-risk implementation of changes.

#10 Monday Service

Monday Service is an Enterprise Service Management (ESM) platform that provides IT and service teams with central tools to uniformly manage workflows, tickets, projects, and change processes. It is intended to support transparent and automated change management in order to maintain service stability and simplify collaboration between different departments.

Important Interdependencies

Software that can be effectively used for change management is connected with many other areas. Below is a quick overview of some important relationships and interdependencies.

Project and Task Management

Project management, for example, often plays an important role, as significant changes logically always lead to projects or were part of a specific project from the outset. For example, kick-off meetings mark the beginning of the implementation phase of projects, which in many cases involve changes.
Task management follows seamlessly, focusing—whether on a project or process basis—on the tasks to be completed along with their status. Especially in important change projects, it is crucial to organize the countless associated tasks excellently and to let them run within a structured framework.

Incident Management and Problem Management

Change management is also closely linked to incident management and problem management. Incidents such as IT disruptions or overarching problems are often what lead to change processes.

A typical example: a long-used IT system repeatedly experiences outages and frustrates users, and even software updates cannot deliver the desired effect. Eventually, a completely new system is required as a change, since existing data protection regulations can no longer be complied with using the current system.

In addition, change projects themselves—as part of the transition and the disruption of familiar procedures—can in some cases lead to problems and disruptions, even though this should be avoided as much as possible. Thus, changes are also linked in this way to the resolution of incidents and problems.

Configuration Management

In the practical implementation of IT changes, configuration management also plays an important role, as having an overview of all affected IT assets and their connections or dependencies is essential. A Configuration Management Database (CMDB) therefore proves to be extremely valuable for change management.

This makes it clear which parts of the IT infrastructure will be affected by the respective changes, enabling measures to be controlled with regard to all IT assets so that outages, interruptions, and disruptions do not occur.

In the context of these interdependencies, it becomes clear that for change management—at least for changes to the IT infrastructure—an ITSM solution that satisfactorily covers all areas is extremely beneficial.

FAQ

Below are answers to some frequently asked questions (FAQ) related to change management software.

#1 What is change management software important for?

Change management software helps ensure that change processes—whether to IT infrastructure or in other areas—take place within a controlled framework and are carried out efficiently, securely, and without unintended negative consequences.

The respective software solutions provide a good overview, create a platform for goal-oriented collaboration, facilitate communication among professionals, decision-makers, and stakeholders, and ensure documentation, traceability, and transparency.

#2 Which change management software is best suited for mid-sized companies?

This question certainly cannot be answered in general terms, as much depends on individual, internal organizational requirements. However, mid-sized companies are often price-sensitive and can focus less on highly specialized areas than large enterprises and corporations.

Therefore, comprehensive solutions with fair pricing packages prove to be sensible. Consequently, the focus is less on specialized change management solutions and more on ITSM solutions that cover change management as a core area. This includes, among other things, a conscious approach to the IT budget as well as a smart approach such as determining the individual ITSM maturity level, on the basis of which the requirements for the “right” software solution can be perfectly identified.

Tip: In our report “The State of SMB IT for 2026,” you can learn—based on original survey data—how small and mid-sized businesses position themselves with regard to ITSM maturity, tools, AI, and automations.

#3 Where can change management software be tested for free?

Testing change management software for free is readily possible, as providers generally offer a free demo. Interested parties thus get in contact with an expert, can state their requirements, goals, and wishes, and do not incur any obligations.

#4 Where can change management software with GDPR-compliant data processing be purchased?

When selecting software, compliance with the General Data Protection Regulation (GDPR) plays an outstanding role alongside other compliance and security aspects. Anyone wishing to host or license software with a view to GDPR should value European hosting options or EU data centers. To also clarify security specifics, native-language support in the customer’s own language is important.

With US data centers or US companies, on the other hand, the CLOUD Act (Clarifying Lawful Overseas Use of Data Act), which allows US authorities access to stored data, could become a problem.

From the list of providers, one should select those that meet the criteria mentioned here.

#5 How do cloud-based and on-premises solutions for change management software differ?

Cloud and on-premises solutions differ due to hosting: “On premises” means that the customer hosts the software locally (on premises) in their own data center, while with cloud options the provider takes over hosting.

Manufacturers often offer both options, with the cloud increasingly becoming the standard. However, particularly when it comes to special, individual security standards, customers prefer on-premises solutions, while others prefer to entrust the effort for updates and security patches to the provider through a cloud option.

Conclusion

Change management tools and software: they do not necessarily belong to an organization’s standard repertoire, but they are immensely important for successfully implementing larger change projects in particular. They find their place in the context of ITSM, process and project management, as well as collaboration and document management.

For organizations, the challenge lies in selecting the exactly right software and tools. For very large change projects, specific change management software is suitable. However, typical ITSM solutions are more commonly used for change management, especially for changes that primarily affect IT infrastructure.

Since areas such as incident management, problem management, configuration management, as well as project and task management are connected to change management, many logically interrelated disciplines can thus be combined at once.

A software solution that enables change management as part of a comprehensive package of functionalities and features proves to be efficient and cost-optimized. As a rule, a return on investment (ROI) is achieved particularly quickly, especially with many integrations as well as well-designed automations and intelligent use of artificial intelligence (AI).

Finally, two brief tips:

If it concerns IT change management, it is advisable to conduct an ITSM maturity assessment before selecting software.
For important decisions regarding change management—including the selection of the software solution—it makes sense to rely on a Change Advisory Board (CAB) consisting of IT professionals, decision-makers, consultants, and stakeholders.

Tobias Kortas

Digital Transformation, ITSM

IT Infrastructure: Definition, Best Practices, Solutions

Tobias Kortas — Wed, 11 Jun 2025 08:13:50 +0000

IT Infrastructure: Definition, Best Practices, Solutions

2025-06-11
Tobias Kortas

Digital Transformation

A reliable IT infrastructure is essential for protecting against cyber threats and securing sensitive data. IT environments must be as secure, stable, and resilient as possible. Regular system checks, timely updates and patches, and the use of modern software solutions are all crucial.

This post delivers a well-rounded look at what teams should consider with regard to the IT environment entails. It also highlights security considerations.

What Is IT Infrastructure?

People often call the IT infrastructure a tech stack. It includes all the technical components needed to provide and run IT services. It’s essential for securely storing and processing information, defending against cyber threats, and scaling business operations.

IT infrastructure can be viewed from several perspectives:

● End-user perspective: focuses on technical equipment.

● Technical user perspective: includes design and configuration activities performed by specialized staff.

● Provider perspective: considers applicable laws and regulations.

Components of the IT Infrastructure

Many components make up the infrastructure, including:

● Hardware, such as servers, computers, networks, and data storage devices

● Software, including operating systems, databases, and applications

● Network components, like routers, wide area network, switches, and firewalls

● Data centers or cloud services, for data processing and storage

It includes all the hardware and software networks needed for the business to operate productively.

Types of IT Infrastructure

Teams can structure the IT infrastructure in several ways. However, many evolve organically and lack the benefits of a structured setup.

The way in which data is hosted typically defines the type of infrastructure. For instance:

● Hybrid Cloud: A mix of on-premises systems and cloud services. While many companies rely increasingly on cloud resources, they often still use local infrastructure components as well.

● Cloud Infrastructure: A service model with self-service, scalability, and resource sharing. Though not IT infrastructure in the strictest sense, it includes both public and private cloud environments. The model is often referred to as infrastructure-as-a-service (IaaS).

● Traditional Data Center: A classic approach with server, storage, and network systems managed on-site by specialized teams. These are typically on-premises solutions.

● Local Infrastructure: Many businesses still use local IT systems. This includes desktop PCs and software, all hosted on their own servers.

● Hyperconverged Infrastructure (HCI): A single software interface provides all compute, processing and networking resources. People often call it a “datacenter in a box.” These setups are easy to deploy and manage.

Tip: When using external data centers, ask if they support data regulation requirements for your industry or local area. For example, a location in Germany will support GDPR compliance.

Core Business Topics for IT Leaders

Technology impacts many areas and has numerous interdependencies. However, it can be broken down into several core aspects:

● Performance: The infrastructure should be scalable with low latency, allowing businesses to stay agile and responsive.

● Availability: Redundancy, load balancing, virtualization, and solid recovery strategies help minimize downtime.

● Security: Patch management, secure configurations, and incident response (especially for vulnerabilities) significantly enhance security.

● Cost Control: Using resources wisely and managing licenses well helps keep costs down. Key performance indicators, like IT cost per user or IT budget ratio, can help track expenses.

Management Matters

Modern infrastructures are increasingly complex and mission-critical. To ensure they remain stable, resilient, and cost-efficient, organizations need powerful infrastructure management.

IT infrastructures must evolve with changing business and technology requirements. Agility, responsiveness, and scalability – along with ease of use – are now key success factors.

Also important is building a secure IT infrastructure. This protects sensitive data, maintains system integrity and availability, and ensure the business complies with data protection laws.

The Role of Future-Proofing

Modern technology and a strong IT setup help businesses improve processes, lower costs, and use new technologies. These include cloud computing, virtual machines, software-defined networking (SDN), and the Internet of Things (IoT). These innovations improve resource usage and enable automation.

Emerging trends like AI applications, edge computing, and rising security demands continue to reshape IT infrastructures. To stay competitive and secure in the long term, companies must adapt.

While AI offers clear benefits, evolving threat scenarios require continuous technical adjustments to environment.

Best Practices for Building a Robust IT Infrastructure

To ensure a resilient infrastructure, businesses must assess risks, develop a comprehensive security plan, implement necessary measures, and monitor and update systems. A competitive, goal-driven, and sustainable infrastructure provides long-term value.
Here are some best practices:

#1: Assess Your IT Maturity

Establishing a baseline is essential. Overeager actions can derail optimization and improvement efforts.

Identify all existing hardware, software, network devices and services – including any shadow IT. Define strategic goals based on the size and capabilities of your IT department.

#2: Plan Strategically

Poor planning can lead to data protection issues, unnecessary complexity, high costs, and additional management effort.

Building a new data center can take years. However, getting and setting up servers, storage, and network solutions usually takes 6 to 12 months.

Cloud-based Infrastructure-as-a-Service can speed things up, but rushed decisions here may lead to compliance or cost issues.

Plan with realistic timelines and clear objectives.

#3: Focus on Security from the Start

Build your infrastructure with security as a core principle—not as an afterthought.

“Security by design” includes network security, access controls, encryption, and zero-trust approaches. Regular vulnerability assessments, penetration testing, and backups are essential.

#4: Monitor and Document

Monitor all components centrally to detect attacks, outages, and bottlenecks early. Use AI to enable proactive analytics and use automation tools for quick responses.

Keep detailed documentation that is transparent and accessible for all stakeholders. This includes clear change processes and rollback options—vital for rapid, logical decision-making during crises.

A solid IT Asset Management (ITAM) strategy is also essential. Ideally, a Configuration Management Database (CMDB) documents all IT assets and their relationships.

#5: Think Long-Term and Future-Forward

Total Cost of Ownership (TCO) is important. Don’t only think about initial investment costs when choosing infrastructure components. Factor in the full lifecycle of hardware and software.

Remain open to technologies like containerization, AI, or edge computing. The latter enables devices to process data and trigger actions in real-time from remote locations.

Ensure your IT team fully understands and can work with new technologies. Since tools and platforms evolve rapidly, ongoing training is essential for long-term resilience.

IT Infrastructure: Powerful Software Solutions

Modern IT infrastructure solutions unify systems into a cohesive architecture that helps achieve business goals. They’re not just about technology—they also reduce costs and streamline operations.
There are many tools available to manage business needs intelligently. Here are some effective examples:

1. Configuration Management

As a core part of the IT infrastructure, a CMDB allows for systematic tracking and management of IT assets. It stores all configuration data and relationships.

2. Risk Management

The IT environment must be secure from the start. Waiting for an incident before taking action can be costly. Companies should assess risks, implement structured workflows, and use reporting and analytics to manage them.

3. IT Automation

Automate recurring tasks and processes to save time, reduce errors, and improve efficiency. Examples include automated server setups, network configurations, and Infrastructure as Code deployments.

4. Containerization

This modern tech has transformed how software is built and deployed. Applications run in isolated, portable containers—providing consistent environments regardless of infrastructure.

5. Device Management

Integrating IT infrastructure with device management enables secure, efficient, and compliant operations. Automated device management helps keep environments up-to-date and protected.

Conclusion: IT Infrastructure as a Strategic Asset

IT’s role has evolved. Today, it must also contribute directly to business goals. The infrastructure is a strategic framework that helps companies remain competitive and future-ready.

The type of infrastructure an organization uses – and how it manages it – affects performance, security, and costs. Building it is about more than just technology; it’s about reliability and risk prevention.

Following best practices and implementing the right solutions can make a real difference. Once the infrastructure is strong, companies benefit for years. They are also better prepared to defend against threats like cyberattacks.

Learn how OTRS can support your IT infrastructure operations.

Tobias Kortas

Digital Transformation

Mobile device management: definition, applications and best practices

Tobias Kortas — Tue, 05 Nov 2024 08:15:44 +0000

Mobile device management: definition, applications and best practices

2024-11-05
Tobias Kortas

Best Practices, Digital Transformation, ITAM

What is device management?

Device management means that people in charge, usually IT administrators, provide, set up, and monitor applications for devices. These devices include desktop PCs, laptops, tablets, and smartphones. They also take steps to prevent issues, like performing updates.

This includes the following areas:

Configuration management: setting up and customizing devices
Security management: enabling adequate protection, for example through updates, firewalls, encryption, or geofencing
Monitoring: monitoring the status and use of the devices
Support: supporting users by providing instructions and resolving problems and incidents
Compliance: ensuring that all devices comply with regulatory and internal guidelines

Definition: Device management

With good device management, companies can run their IT operations smoothly. They can also gain control and security. This allows them to act strategically and use their IT resources effectively.

A device management server often works with an application on the client device. It can also delete contact data and other settings. This is useful for lost or stolen devices, as well as for devices of terminated employees.

Why device management is so important

Device management offers excellent control over an unlimited number of devices. Enterprise mobility management (EMM) professionals save time and reduce stress by having secure, reliable, and up-to-date information. They also benefit from a clear overview of devices. In addition, thanks to remote maintenance, automatic provisioning and zero-touch provisioning, those involved can act from anywhere.

A key factor is that automation reduces downtime and manual effort. This helps both IT teams and their clients. It makes everyday life easier. Tedious processes and time-consuming IT problems become things of the past.

With better device management, organizations save money. They use their devices and applications more effectively. This helps employees use their time more efficiently.

Security benefits

Good device management greatly improves security. Administrators gain better control and can act quickly in emergencies. This helps protect against data loss, malware, and unauthorized access.

In terms of security, teams can:

Respond to security incidents and anomalies in real time
Remotely lock or wipe stolen or lost devices
Enforce password requirements, encryption or device shutdowns
Prevent unauthorized apps and software from being installed
Manage updates centrally to fix vulnerabilities

Mobile Device Management

When discussing device management, people often mention mobile device management (MDM). MDM focuses mainly on mobile applications and devices.

What is mobile device management?

Mobile device management means that IT administrators manage and secure mobile devices such as laptops, smartphones or tablets. Important requirements include the ability to remotely control and configure devices, install applications on them, and lock and secure stolen or lost mobile devices.

Companies generally accomplish mobile device management by using a special device management solution.

MDM software

Those responsible often use special software for mobile device management (MDM). It’s hard to manage many mobile devices in an organization. A dedicated system is almost necessary for this task.

Organizations also use this to save time, improve security, and make the best use of money and resources. MDM solutions should help by giving a clear overview, automating some tasks, and allowing bulk actions.

MDM tools focus on the following activities:

Distributing and managing apps
Monitoring device activities
Implementing restrictions and blocking activities
Determining the locations of mobile devices (geolocation)
Checking installations
Complying with security guidelines

Use cases for mobile device management

There are many industries, organizations and companies for which efficient device management is extremely important. This is even more important when many devices are in use. There are often many applications and information on these devices. A strong need for security also exists.

Scenarios like devices infected with malware or viruses can let hackers access sensitive data. These situations are not just a fantasy. They are all too often a reality.

Tobias Kortas

Here are some striking examples of how companies use mobile device management in a dedicated way.

Example #1: School

A school manages the devices for students and teachers. This includes setting restrictions, using geofencing, and automatically installing updates. For example, the administrator can install or block apps on student tablets used in class. They can also update the devices, limit Internet access, or lock lost devices from a distance.

Example #2: Enterprise

A large company uses device management to optimize its own IT processes and manage numerous implementations simultaneously. One challenge is separating corporate data from personal data on employee-owned devices. Another challenge is enforcing strong security policies on all devices.

Example #3: Government agency

A government agency needs a safe digital space. This space should allow for easy device management and smooth daily operations.

For example, this could mean properly securing all official laptops that hold confidential citizen data. You can do this using a mobile device management solution. This works with encryption, regular updates and patches as well as blocking unauthorized applications

Example #4: University

At a university, lecturers, staff and students use many different devices. With mobile device management, you can efficiently manage all of these aspects, including comprehensive security and usage restrictions. An important task is to make sure students can access academic resources. This includes e-learning platforms and library databases.

Example #5: Medium-sized company

A medium-sized company wants to improve the security of its devices. It also wants to keep them in good condition. Additionally, the company aims to solve any IT problems quickly and effectively. For example, a company might equip its field staff with laptops and smartphones.

Now, companies must install and update apps and software, like CRM or project management tools, on all devices. A dedicated mobile device management solution guarantees that everyone involved can work effectively, securely and conveniently.

BYOD and MDM

The BYOD principle is important in today’s corporate world. This world values flexibility, agility, and different ways of working.

What is BYOD?

The idea of “Bring Your Own Device” (BYOD) is popular with younger workers. This means they use their own devices for work. It offers a high degree of flexibility and freedom, but also mixes work and private life (work/life blending).

IT administrators face a challenge. Devices not owned by the company are very hard to manage and control. This leads to the need for professional device management that includes both company-owned and employee-owned devices.

A key challenge with BYOD is to clearly separate personal and work data on a device.

How mobile device management supports BYOD

Although BYOD is a challenge for companies, it is by no means a hurdle. Measures can be taken to adequately prepare for this.

It is clear that dedicated mobile device management is the best way forward. This approach helps monitor, control, and manage many devices effectively. This guarantees secure, controlled and legally compliant use of private devices in the corporate environment.

This way, the onboarding of company-owned devices and employees’ personal devices can happen smoothly. Administrators can configure them with the necessary and desired settings while ensuring security at all times.

More security

Device management solutions make it possible to securely integrate personal devices into a company network. This works by using methods like encryption, strong password protection, and remote wipe. Remote wipe deletes data if a device is lost.

Access management

Sophisticated mobile device management makes it possible to effectively control who has access to which company resources. This effectively protects sensitive data and prevents unauthorized access. It also helps to keep track of the device inventory.

Separation of data

A good device management solution keeps professional and personal data separate on a device. This way, you keep company data secure and protect personal data.

Monitoring

IT administrators can monitor activities on private devices used for work. This allows them to intervene quickly if any problems arise.

Compliance

By consistently applying compliance and data protection requirements, private devices also meet the same compliance requirements.

Device management solution: important management features

Device management is a field for which companies usually use a dedicated software solution. It is therefore important to take a closer look at the characteristics that make for an appropriate solution.

The following are the most important functions that a device management solution includes.

Multi-platform device management

This is about mobile application management – distributing, updating and managing software across different platforms. The main benefit is the independence and mobility it offers. Devices can be managed anywhere and anytime. They can also work with different operating systems.

Device monitoring and tracking

Administrators receive real-time information on device statuses, usage patterns and locations. This means they can see everything important at all times. They can also track what is happening with each device.

As a result, they can often access a device remotely and take logical action. For example, admins can block certain apps or update devices with just a click.

Remote support and troubleshooting

Having remote access to devices and being able to initiate the right measures is a huge advantage. It means that IT teams can support the end user quickly and effectively with remote access in the event of problem. This is a big productivity boost, because unresolved IT problems can slow down individual users and whole groups.

Security and compliance

Adequate mobile device management makes everyday life easier and makes the work of IT administrators much more effective. It has a clear and direct impact when things become serious, especially regarding security. If someone steals or loses a device, you can block and delete it remotely. Encryption and the enforcement of passcodes also increase security and compliance.

Zero-touch provisioning

Process automation makes sense in many areas. In this case, software and updates are on an MDM server. This server can automatically or on-demand send updates and installations directly to a device.

Everyone involved has to invest significantly less time and effort. You can carry out configurations with minimal effort.

Find out how OTRS can help you with device management.

Best practices for
device management

Organizations can benefit from device management in many ways. They can save time and money, improve security, and ensure compliance. Device management also helps with scalability.

The best practices mentioned here show how professional device management can be better implemented and its benefits maximized.

Best practice #1:
Use geofencing

Geofencing, or “geographical fence,” lets administrators limit device use based on where they are. If a device is located within a defined area, the system automatically restricts or blocks certain functions.

For example, employees are often only allowed to access sensitive company data within an office building. Access from home or even from abroad is then automatically blocked thanks to geofencing. In schools, this technology ensures that devices are used only for teaching and learning.

Best practice #2: Central administration with

Unified Endpoint Management (UEM)

The term Unified Endpoint Management (UEM) describes a central platform for managing and securing end devices in an organization. The aim is to simplify IT processes and eliminate security risks.

MDM and UEM solutions help. They enforce uniform rules for devices - regardless of whether they are company-owned or private, or whether they are used in the office or at home.

Tobias Kortas

Best practice #3: Introduce clear BYOD guidelines

If employees want to use their own devices for work, they should link this to clear guidelines. This should requireme them to access internal company data and resources securely.

Here are some examples of guidelines:

Require device enrollment
Clearly separate personal and business data
Implement encryption and password protection
Enable an option to delete company data remotely without affecting personal data

Best practice #4: Maintain an inventory list carefully

Every device that is used in an organization or network should be listed on an inventory list.

The following information is usually included for each device:

User
Device model
Operating system
Serial number
Installed applications

It is important that the relevant information is up-to-date, correct and complete. For example, regular audits can easily guarantee that no unauthorized users or devices are accessing a network.

Best practice #5: Consider the entire life cycle

Devices travel a long way in organizations. Administrators and other stakeholders, provision, implement and monitor devices. However, this is not the end of the story. The life cycle includes procurement to deployment, maintenance, user changes and disposal.

If there are well-defined processes in place, this works well. Devices are always up to date. They do not pose any unnecessary risks – such as unsecured sensitive data. Users do not use them beyond a defined service life.

Best practice #6: Run regular backups

Regular backups are essential, especially when it comes to important company data. Test backups to ensure that you can restore data completely and correctly in an emergency.

Best practice #7: Combine with a ticket system

Combining a highly developed device management system with a ticketing system makes sense in many respects. Users benefit from an all-in-one solution. They can combine areas such as ITSM with efficient device management.

Combining inquiries, problem management, service processes and device management creates excellent control over IT-relevant processes.

Conclusion: The many advantages of efficient
device management

Mobile device management is an area that can play a huge role for companies, organizations and institutions. Sophisticated device management – supported by an adequate software solution – make IT administrators’ day-to-day work easier.

Organizations as a whole also benefit from greater efficiency, functional processes and fewer IT problems. The time savings alone have significant monetary value, not to mention the reduced risks from security gaps.

It is important to take a closer look at this area. Implement a suitable solution and apply best practices. By using it consistently and integrating it into your day-to-day IT work, you will benefit immensely. You will also ensure a high return on investment.

Find out how you can make the most of device management.

Tobias Kortas

Best Practices, Digital Transformation, ITAM

Elevate the Tenant Experience by Focusing on Maintenance Management

Rachel Blackwell — Mon, 23 Sep 2024 15:29:52 +0000

Elevate the Tenant Experience by Focusing on Maintenance Management

2024-09-23
Rachel Blackwell

Digital Transformation

Maintenance Management is Critically Important

It may seem like common sense that maintenance is a key part of owning a rental property, but as the old saying goes, “common sense is often far from common.” And as it turns out, a new survey conducted by OTRS Group reveals that maintenance is far more crucial to long-term rental success than many property managers realize.

OTRS Group recently surveyed 250 people who are either current or past renters to gain insight into just how valuable proper and reliable maintenance is. The outcome was glaringly clear:

Attract and Retain More Tenants

In fact, before a would-be renter signs a rental agreement, they have already been thinking about maintenance. The survey revealed that 64 percent of those polled think it is very important to consider reliable maintenance before renting. Another 25 percent believe maintenance is somewhat important to consider before signing a lease.

And maintenance consideration doesn’t end once the renter has signed on the dotted line. Half of those surveyed said they would move out if maintenance requests weren’t met, while another 38 percent said they would at least consider moving out.

Improve Building/Property Operations

And it’s not enough to just complete the maintenance task; it must be done in a timely manner. Almost half of those surveyed thought it was necessary to have the task completed within two days of submission. 24 percent said they would be alright with a three-day window. Still 8 percent said repair issues should be addressed the same day the repair ticket was submitted.

Boost Referrals

And finally, don’t underestimate the power of word-of-mouth (or should I say, word-of-keyboard?) advertising. With technology at everyone’s fingertips these days, online renter reviews hold more power now than ever before. If maintenance tasks aren’t addressed promptly, you can bet your renters will leave negative reviews saying as much.

A smooth-running facility and happy tenants will ultimately benefit your bottom line in the long run. Investing in a customer service ticketing system facilitates both:

Streamline support and maintenance processes,
Oversee the influx of task requests from tenants,
Manage resources
Ensure clear and communication between renters, property managers and service teams
Track equipment and assets
Provide a central point of contact for tenants.

OTRS offers simple, easy-to-implement systems that can make a difference for you and your investments. Learn more about how customer service ticketing systems are used to support revenue goals.

Rachel Blackwell

Digital Transformation

What are the advantages of artificial intelligence?

Tobias Kortas — Thu, 02 May 2024 12:26:44 +0000

Artificial intelligence (AI) is a defining topic in the corporate world. Plenty of organizations are implementing AI systems to automate tasks or make better decisions, for example. This article looks at the specific advantages and disadvantages of artificial intelligence - and how companies can make the best possible use of this technology.

IT Change Management Process: How to effectively handle technical changes

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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 change management process. In this article, we'll take a look at this process, its advantages and its role in the future of ITSM.

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Contact Center Solutions – A Comprehensive Guide

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Change Management – Models, Processes and Software

Bernd Maus — Mon, 25 Jul 2022 10:40:28 +0000

Change Management – Models, Processes and Software

2022-07-25
Bernd Maus

Digital Transformation, ITSM

Change Management enables the structured implementation of activities that are necessary to achieve the goals of an organization or company. Learn two of the most important models and reduce your company’s risk during the change process. With the right software, you reduce the risks for your company in the change process.

Change Management – Definition

Change management is the planned and structured implementation of transitional goals in an organization and company. It aims to move the company, organization or environment from one state to a new state. For this purpose, various models and defined processes are used to ensure the effectiveness and quality of the actions taken at every stage of the change process. At the same time, possible risks must be controlled and minimized.

The history of change management goes back to the beginning of the 20th century. Based on the idea of continuously improving work processes and organizational structures, the necessary phases in the change process were identified and defined as change management (CM).

Change through communication, persuasion, leadership and structure.

Companies, and therefore also their managers and employees, are subject to constant change and to the challenge of implementing transformation within the company’s day-to-day business across the various corporate levels and departments. It is, therefore, important to establish change management as a fixed component of governance and corporate culture in order to create the best possible conditions for change.

Good communication is an essential component of CM, because the change can only be implemented successfully if the various stakeholders understand the planned changes. Convincing all stakeholders, and moreover the entire company, of the necessity and the reasons for the planned change activates everyone toward success. Without everyone working together, it is difficult, if not impossible, to implement a change successfully.

Motivation and structure are needed to successfully manage the change process through all phases. Setbacks must be overcome and obstacles or problems must be eliminated.

Only if all of the above factors are incorporated into change management can the change be implemented as a successful and positive experience for all employees. A positive experience is the basis for establishing lasting and meaningful change management in the company.

"If you always do what you always did, you will always get what you always got."

Abraham Lincoln

Change Management Models and Processes

Implementing changes in a company often fails for one of three reasons: a lack of willingness, a lack of understanding the change’s necessessity or a failure to recognize the added value of the established goal.

To help counter this, different change management models can help to establish the readiness for change in a company. These can be used to support and implement the planned changes. An important part of change management is constantly controlling the actual state in order to prevent a dilution of the planned goals or a relapse into old behaviors. The quality of the measures taken is also subject to constant control in order to meet the requirements of the set goal.

The model which is best for the company should always be decided on a case-by-case basis, according to the challenges of the set company goal and the needs of the employees.

Two of the most well-known methods in change management:

Kurt Lewin – 3 Phase Change Management Model

Kurt Lewin divides the process of change management into 3 phases— roughly recognizing the need for change, acting on it, and anchoring the introduced changes.

Phase 1: Unfreeze

Realizing the need for change. The status quo is questioned and awareness of the need for change is established in the company. Structures are broken down in order to be able to initiate the change process.

Phase 2: Change

Leaving the current status to try out proposed solutions. Successful solutions or partial solutions are established.

Phase 3: Refreeze

Introduction of the new ways of working or solutions to all affected areas of the company with the aim of permanent integration. The changes are to be established and adopted as usual in the company until the next change occurs.

Kotter’s Change Management Model

Establish a common understanding
Problems should be recognized as such and acceptance of the necessary change should be created.
Gain allies for the change and create a leadership team
Leadership and an understanding of the common goals are decisive factors for the successful implementation of a planned change. The change process itself requires a management team to support it. To this end, it should have competencies in the areas that are to be effected.
Strategy development
Development of the communication strategy and recommendations for action based on the project managers input.
Communication of the goal
Communicate the strategy throughout the organization to get employees’ buy-in to the changes. Clearly articulate any recommendations for action.
Removal of potential obstacles
Identification and elimination of obstacles, such as knowledge gaps, staff shortages, or structural problems.
Communicate successes
Successes and milestones achieved should be communicated during the implementation phase in order to maintain motivation.
Steadily driving the change process forward
Do not be discouraged by setbacks. Encourage employees to continue taking risks and accepting possible setbacks. Do not lose sight of the objective despite interim successes.
Establishment of the achieved change in the corporate culture
Anchor new processes permanently in the company. Use the successes achieved through the initial changes to motivate employees. Make the reason fort he change clear, and thereby increase acceptance of the change.

Agile Change Management

Taking into account the basic principles of change management, Agile Change Management follows a “sprint” approach. In other words, small changes are implemented within a short period of time. Changes are implemented in small, multidisciplinary teams and the success of the changes achieved is checked in a short period of time in order to be able to react quickly to possible problems. After each change, efforts are evaluated and adjustments are made if needed. In this way, opportunities and problems can be quickly identified and incorporated into the larger change process.

The agile approach of an open and never-ending change process differs significantly from classic change management thinking, which basically includes a start and end point of the change process through the different phases outlined above.

ITIL® Change Management

In principle, the change management approach should be applied in all areas of a company. In the course of the digital transformation, however, it is particularly important in the area of IT. IT teams must react to changes and ensure that the competitiveness of the company is supported in the best possible way by the IT infrastructure.

A particular focus in ITIL change management (ITIL^®️ is a registered trade mark of Axelos Limited. All rights reserved.) is the classification of components and an evaluation of possible risks in order to prevent impairments to or interruption of operations.

The ITIL framework provides helpful and defined processes for IT service management and guidance for managing technical changes.

Service Transition – is the change process described in ITIL and it describes the following phases:

Transition Planing & Support
Change Management & Evaluation
Release & Deployment Management
Application Management
Service Validation & Testing
Service Asset & Configuration Management
Knowledge Management

Change Management Software – The right tool for your success

In order to involve all those responsible for a change in tasks or responsibilities, software that covers and bundles all the requirements of a change process is of considerable advantage.

Dependencies and responsible parties can be defined and automatically integrated into the communication.
Communication regarding the change process is always traceable and audit-proof without email chaos.
Classification and documentation of configuration items (CIs) are included through a configuration management database CMDB.
Priorities, due dates and reminders ensure workflow compliance.
Business processes management guide teams safely through the change process.

As change management software, OTRS is highly flexible and customizable. Learn how OTRS supports you in change management.

Bernd Maus

Digital Transformation, ITSM

ISO 27001 Certification

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