It’s easy to get tripped up by Freshdesk vs. Freshservice, the similar-sounding flagship products from Freshworks that both cater to service management. So, if...

Rebecca Noori | 23 min read

Most IT teams spend their days buried in repetitive tickets. Password resets, software access, and basic troubleshooting create a constant backlog that slows everyone...

Sean O'Connor | 16 min read

Shipping new code should feel like a win, but for many teams, it feels like a gamble. Every deployment carries the risk of downtime, frustrated users, and late-night...

Sean O'Connor | 14 min read

Think of IT service delivery as the central nervous system of your business: it’s not just about reacting to pain points like a broken laptop or a password reset....

Sean O'Connor | 13 min read

Many teams view IT risk management as a defensive chore, a checklist of compliance tasks managed in spreadsheets. This outdated approach creates information silos and...

Sean O'Connor | 18 min read

An employee joins your company. Their first day involves waiting for IT to manually create accounts, assign software licenses, and grant system access. Each step is a...

Sean O'Connor | 17 min read

Most teams mistakenly view IT inventory as merely counting laptops and licenses, but the reality is that your assets are the foundation of your entire service operation....

Sean O'Connor | 25 min read

For too long, customer service has been stuck in a reactive loop of just closing tickets, treating every interaction as an isolated event. This outdated approach not...

Sean O'Connor | 23 min read

IT teams manage rising demand across hybrid work, expanding infrastructure, and higher expectations for fast, reliable support. Ticket volumes grow as more services move...

Stephanie Trovato | 26 min read

AI plays a growing role in inventory operations, helping teams move from manual updates to smarter, data-driven planning. Many service teams still rely on manual...

Stephanie Trovato | 14 min read

Imagine a workplace where every request, whether for a new laptop, a benefits question, or a conference room booking, is handled with the same streamlined efficiency....

Sean O'Connor | 32 min read

Delivering new features should feel like a victory, not a risk. Yet for many teams, the final step of deploying changes is where things go wrong, leading to service...

Sean O'Connor | 32 min read

Most service disruptions are not random events. They are the result of changes made without a full understanding of the systems involved. When your IT environment is a...

Sean O'Connor | 33 min read

For years, building a great product was enough to win. Today, customers expect more than just features. They want a complete, ongoing experience that includes support,...

Sean O'Connor | 34 min read

For too long, procurement has been seen as a cost-cutting department, a necessary but slow-moving part of the business. A new playbook is required to succeed. Today,...

Sean O'Connor | 36 min read

IT teams are often measured by their ability to support strategic business goals. Yet, they spend most of their day handling repetitive, low-impact requests like...

Sean O'Connor | 34 min read

Every IT team feels the pressure to deliver changes faster. But moving too quickly without proper oversight can lead to service outages, security risks, and costly...

Sean O'Connor | 35 min read

Every enterprise organization needs an IT service management (ITSM) platform to power their support function. And ServiceNow ITSM and Jira Service Management are two of...

Rebecca Noori | 42 min read

Effective inventory management is the backbone of great service delivery, extending far beyond basic shelf tracking. When crucial stock information remains siloed from...

Sean O'Connor | 21 min read

The true test of an organization’s operational strength is not just how it handles growth, but how it manages the increasing complexity of service requests that...

Sean O'Connor | 21 min read

Years ago, IT support was a waiting game. Users submitted tickets into a black hole, and IT teams manually sorted through emails, relying on memory to solve recurring...

Sean O'Connor | 18 min read