"IT Service Management" Posts

Prosource Acquires PBSI Technology Solutions

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The acquisition of PBSI will increase headcount and help Prosource expand its managed technology services business.

Digital Transformation Powered by IT Service Management

Here are four ways IT service management (ITSM) can power digital transformation for MSPs and their end-customers.

The Evolving Face of ESM

There is fierce competition in providing non-IT workflows/workspaces, IT help desk work and even what is considered “core ITSM” itself.

How ITSM Software Supports MSP Success

It’s paramount for MSPs to reimagine the ways IT service management (ITSM) software can be used to best serve their unique needs.

Stop Trying To Replace Customer Support Agents With Chatbots

Customer service organizations, help desks & IT service desks seek to replace human agents with chatbots. Instead, Forrester recommends this approach.

Amazon Alexa Automating IT Service Management (ITSM), Help Desks?

Amazon re:MARs 2019 conference: How Amazon Alexa, artificial intelligence (AI), machine learning, automation & partners may reshape ITSM, help desks & business technology.

Moveworks Funding: Artificial Intelligence for ITSM, Help Desk Automation

Moveworks, a cloud-based artificial intelligence (AI) solution, automates IT service management (ITSM) & help desk tasks like provisioning applications, resetting passwords, unlocking accounts, managing email lists & more.

Customer People

Customer Service Agents Need Modern Workspaces

As artificial intelligence (AI) increasingly automates routine tasks, here’s how to empower customer service agents going forward, Forrester Research asserts.

Enterprise Vision Technologies Acquires ServiceNow Partner Zefflin Systems

Enterprise Vision Technologies (EVT) acquires ServiceNow and Red Hat partner Zefflin Systems. Multiple ServiceNow IT service management (ITSM) partners purchased in recent months.

Atlassian Acquires OpsGenie; Counters ServiceNow

Atlassian is acquiring OpsGenie for $295 million, potentially setting the stage for competition against ServiceNow in the IT service management (ITSM) and incident response software markets.