Agiloft Service Desk comes with a generous feature set but a high price and steep learning curve, making the product a better fit for enterprises rather than SMB customers. The latest update to ...

If you're looking to automate your help desk look no further than these 10 popular help desk ticket tools that can help you create a more streamlined customer service experience. Help desk software is ...

Following the recent announcement of Forrester’s Voice of the Customer winners and while we wait for the release of a new Forrester book on Outside-In thinking, it seemed an opportune moment to look ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The technologies in our personal lives — navigating Amazon for the first time, for example, ...

While new processes, approaches and technologies may change the way that support is provided, the requirements for technical resources won’t. According to Gartner, IT service desks cost as a percent ...

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 ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

The COVID-19 pandemic has provided a perfect opportunity for many types of social engineering attacks. It is not surprising that 2020 saw a spike in breaches. With users working remotely, attackers ...

Agiloft Service Desk comes with a generous feature set but a high price and steep learning curve, making the product a better fit for enterprises rather than SMB customers. The latest update to ...