“When we look at a help desk, we look at it as a 24/7 operation. That’s typically where our customers live every day,” says Sam Boggs, vice president of help-desk services for Siemens Business Systems ...

Collaboration and information technology management software firm GoTo Technologies Inc. said today it is launching IT help desk functions within its GoTo Connect unified communications-as-a-service ...

In today’s digital landscape, organizations are facing increasing demands to do more with less, keeping expenditure at a minimum and efficient output at a maximum. In response, more and more ...

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 ...