Service management
Delve into the working minds of exceptional service teams. From IT to HR, Finance to Legal, learn how to transform your service operations from reactive to proactive.
Network performance monitoring: How to boost speed and security
In 1969, the first message ever sent over ARPANET, the early ancestor of the internet, was LO. We bet you can’t guess why? It was supposed to be LOGIN, but the network crashed mid-word. Modern...
AI in procurement: Faster sourcing, stronger vendors
Best supplier. Best price. Least amount of hassle. This trifecta is the holy grail for procurement teams, but it’s not easy to achieve when demands are high and...
Top 8 Intercom alternatives to consider in 2025
Intercom has long been a go-to for live chat and customer communication, but it’s not the only platform in the market. Whether you’re new to customer support tools...
AI in knowledge management: Turning data into instant answers
Imagine walking into the world’s largest library — millions of books, documents, and archives stacked to the ceiling. Now, imagine the catalog is gone, forcing you...
IT operations management: How to unlock operational excellence in your business
In January 2025, Barclays Bank suffered an IT outage caused by a mainframe failure. It wasn’t one of those “blink and you miss it” outages — this one lasted for...
AI in customer success: transforming reactive support into predictive growth
Customer success teams face more pressure than ever: higher customer expectations, tighter budgets, and journeys that span more channels and touchpoints. Every...
AI in customer service — how to deliver better support, faster
Support teams are handling more requests than ever, while customer expectations continue to rise. People expect instant replies, human-like service, and around-the-clock...
Top alternatives to Ivanti: comparison guide for 2025
Ivanti has long been a staple in IT service and asset management. However, more teams are now rethinking their tech stack. Whether it’s sluggish implementation, rigid...
AI in facilities management: reduce costs, improve uptime, and future-proof your operations
Facility teams are under more pressure than ever: larger portfolios, more interconnected systems, and higher service expectations. Even as demands increase, many teams...
What is a change agent and how do they drive transformation?
“The only thing that’s constant is change.” Philosopher Heraclitus likely had no idea that his paraphrased words would carry weight in the business world 2,500...
Enterprise asset management for smarter spending and greater ROI
Business looks good on the surface. Revenue is strong, customer loyalty’s up, and everything seems solid, until you scan the balance sheet. But the numbers aren’t...
Automated quality management: How to deliver better service at scale
Customers remember when they have an exceptional experience with a support agent. Someone who listens to their query, knows how to solve it, and keeps them updated along...
What is an IT ticketing system, and how does it benefit your business?
In large organizations, IT teams field hundreds, even thousands of service requests a week. Some come in through email. Others via monitoring alerts. Then a VP flags a...