A wave of cyberattacks targeting service desks has exposed a new social engineering technique in which criminals exploit the trust placed in front-line support staff to bypass security defenses and ...

In recent months, it feels like every week a new retailer discloses a breach. From high-end retailers to high street favorites, no retail organization is off-limits for hackers. In Q2 2025, publicly ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. It’s still the information technology (IT) dark ages despite portal, help desk toll-free ...

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 ...

Salesforce is bringing agentic AI to IT service management (ITSM). The CRM giant is taking aim at competitors like ServiceNow with Agentforce IT Service, a new IT support suite that leverages ...