Last May, I wrote The future of the enterprise service desk is mobile about MyIT, an innovative offering from BMC that mobilizes how enterprise users interact with the Remedy Service Desk. Recently, I ...

Today, Specops Software, an Outpost24 company and provider of password and identity management solutions, has announced that its Specops Secure Service Desk for Cloud now supports native Entra ID, ...

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 ...

The COVID-19 pandemic has provided a perfect opportunity for many types of social engineering attacks. It is not surprising that 2020 saw a spike in breaches. With users working remotely, attackers ...

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 ...

There is no question that vendors that don’t offer software-as-a-service (SaaS) products are risking market share. It’s been true in almost every market, where disruptive companies such as Salesforce ...