Salesforce Inc. is imbuing its 16-year-old Service Cloud with artificial intelligence agents in a new suite designed to deliver what executives described as a “conversation-first, agent-first” ...

Organizations are embarking on a transformative journey integrating Artificial Intelligence (AI) to elevate service delivery. Projections indicate that global IT spending will reach USD 5.1 trillion ...

The IT services industry has come a long way in the last three decades due to three core change factors. First, technology has advanced from legacy mainframe systems to cutting-edge, cloud-enabled ...

The automation of IT functions has been evolving for decades, of course -- from job-scheduling systems in the 1990s to self-healing systems introduced more than a decade ago. These days, IT automation ...

Mature IT Service Management (ITSM) is essential for strengthening state and local government service delivery and efficiency. Agencies often struggle with aging legacy systems, manual processes, and ...

What is ITSM (IT service management)? Your email has been sent This ITSM guide covers how IT service management evolved from ITIL, along with an overview of the ITIL life cycle and the many IT service ...