IT help desk support: A guide to benefits, features, and implementation
When a tech issue hits, work grinds to a halt. Even simple problems like a forgotten password or a glitchy app can ripple across your organization, stalling projects,...
What is incident management? How to minimize disruptions and recover faster
In July 2024, a routine software update at cybersecurity company CrowdStrike spiraled into a global outage that interfered with airlines, banks, and hospitals. As...
What is network administration? What IT leaders need to know
Networks keep work moving, but the cost of downtime, hybrid work at scale, and rising security risk make strong network administration a business priority, not a...
How asset lifecycle management transforms efficiency across your organization
Your organization spends millions on assets every year, but how much value are they really delivering? Without a structured approach, assets lose productivity, costs...
IT service portals: the key to faster, smarter support
Support teams are under pressure to resolve requests quickly, yet many of those requests are repetitive and time-consuming. An IT service portal gives employees and...
ITSM knowledge management for fast, accurate service answers
If you’ve ever raised an IT ticket, you know the frustration of waiting hours (or days) for a fix that’s probably been solved many times before. For IT service...
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...
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...
AI for ITSM: From reactive support to predictive service
IT service management is ripe for an overhaul. Traditionally weighed down by spreadsheets, email chains, and event logs, IT professionals spend far too much time combing...
Transform HR service management with an ITSM mindset
Employees mainly contact HR when they need something. They get in touch to update their address or query a tax calculation that’s thrown their latest paycheck out of...