In 2013, US retailer Walmart lost an estimated $3 billion in sales due to out-of-stock merchandise. The company blamed poor weather, tax pressures, and a struggling...

Rebecca Noori | 15 min read

Service management is the hidden engine behind every successful business, keeping operations running smoothly while supporting both employees and customers. But as...

Rebecca Noori | 17 min read

Global data creation will hit 181 zettabytes this year. Enterprise IT systems are responsible for a huge share of this data in the form of logs, metrics, events,...

Rebecca Noori | 12 min read

Just a few years ago, the concept of an AI assistant was still a far-fetched idea — only something you’d see in a sci-fi movie. And while our perceived vision of...

Danielle Tawfik | 10 min read

Imagine you’re in an important Zoom call, one where you’re giving a presentation you’ve been working on all week. But suddenly, as you’re speaking, you notice...

Danielle Tawfik | 13 min read

For many companies, help desk and customer service software is a huge investment. Some teams are so used to their existing systems they don’t want to update them,...

Alicia Schneider | 18 min read

Zendesk has become a staple of customer service software, with thousands of customers touching countless industries. The platform helps organizations maximize client...

Alicia Schneider | 17 min read

ServiceNow is a staple in the world of IT service management (ITSM). The cloud-based platform offers robust AI and automation tools that allow organizations to improve...

Alicia Schneider | 14 min read

Clear expectations are the foundation of any healthy business relationship or agreement. This is especially apparent for service providers, as their success is often...

Danielle Tawfik | 12 min read

Facilities service management can sometimes feel like a juggling act. Facilities managers are running countless procedures simultaneously, like tracking incoming service...

Alicia Schneider | 10 min read

Companies can receive hundreds of service requests at a time, and if not managed carefully, these requests can turn into a liability. With a service request management...

Alicia Schneider | 11 min read

Artificial intelligence in customer service has come a long way in the last few years alone to power modern customer experiences and improve service levels across a...

Alicia Schneider | 11 min read

Nobody wants to wait on hold for a service agent to pick up, or worse, send an email to customer service for an issue only to see the response time is days. Customers...

Alicia Schneider | 13 min read

Artificial intelligence (AI) is bringing all kinds of productivity hacks to different work tools and software we use, cutting out redundant manual work and replacing it...

Alicia Schneider | 10 min read

Customer service teams rely on ticketing systems to handle and sort incoming customer requests. Traditional ticketing systems require a lot of human intervention to sort...

Alicia Schneider | 11 min read

Help desk software has become a vital tool for companies of all sizes, enabling them to streamline communication, manage inquiries efficiently, and provide exceptional...

David Hartshorne | 21 min read

Effective IT service management (ITSM) has become a crucial element for organizations striving to deliver exceptional services and remain competitive. By focusing on...

David Hartshorne | 15 min read

Imagine going to a doctor’s surgery with no triage. Instead, everyone just takes a number from the front desk and waits in line until it’s their turn to receive...

Rebecca Noori | 16 min read

Enterprise service management, abbreviated as ESM, extends the principles of IT service management to allow companies to improve workflows and service deliveries across...

Alicia Schneider | 8 min read

Every employee’s journey with your company tells a story—one that begins long before their first day and extends well beyond their last. Whether the excitement of...

Rebecca Noori | 15 min read