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"IT Service Management" Posts

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.

Three Steps to Improve Your IT Service Metrics

The services that IT teams provide can be measured in incredibly precise ways, which can be both a blessing and a curse. Here’s how to get it right.

Coffee Friday

5 Channel Partner Programs: 3 June 2016

Today’s updates involve Nutanix, Lenovo, Qlik, Zerto, CSC, VMware, HP Enterprise, independenceIT, ServiceNow, Kaspersky Lab, Apache Spark, ViaWest & more.

Coffee Friday

5 Channel Observations: 2 Oct 2015

Today’s updates involve a rumored big data move at ChannelEyes; a new LabTech partnership; help desk platform questions you gotta ask; and plenty more.

Coffee Tuesday

5 Channel Partner Observations: 22 Sept 2015

Good morning, channel partners. Here are five technology observations, insights, chatter, news and gossip to start your day for Tuesday, Sept. 22, 2015. Actually, today’s update involves 14 items for VARs, managed services providers, cloud services providers and total service providers (TSPs) to sip on. 14. Where AVG Investors Are Heading Next: Several former executives […]