Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

The technologies in our personal lives — navigating Amazon for the first time, for example, or hailing our first ride from Uber — taught us about self-service. Now, at work, we expect the same quality ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

No one would argue that achieving provider satisfaction is a top goal for healthcare IT support leaders and teams. What if your IT service desk could deliver satisfaction to clinical staff, too? Could ...

Business process management vendor Metastorm on Wednesday announced the availability of e-Service Desk Process Pod, a packaged application that enables Metastorm BPM customers to easily deploy ...

LANDesk Service Desk 7.6providesthe only IT Service Management (ITSM) solution that inspires user confidence through process-driven, user-oriented IT on a global scale for IT organizations looking to ...

The IT Service Desk provides front-line user support services for students and staff. The IT Service Desk can help and advise on a wide range of computing issues at QMUL, we typically deal with: ...

My Incident Desk, a leading service management platform, has rolled out its latest update to streamline the site visit process and ensure visits are carried out, instead of just ‘called in’ by site or ...

OSCOSM recently completed a service desk improvement project for Virgin Mobile SA. The project encompassed a new look at how the technical service desk received and processed tickets with an objective ...