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 ...

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 ...

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 ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...