Service desk employees often take the brunt of complaint calls and deal with disgruntled end-users while manning the front line of IT, and a recent survey shows these staffers are handling more calls ...

Aging help desk systems hinder remote support and IT fixes. Cloud-based help desks cut costs, ease complexity, boost IT. 28% of businesses are automating IT and help desk services. Along with aging ...

Fixify Inc., a startup helping companies process employees’ technical support requests more efficiently, today announced that it has raised $25 million in funding. Costanoa Ventures, Decibel Partners ...

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 ...