On June 13, Mercury Interactive announced that it is expanding its reach into the IT services management market. The company is tackling the service desk and has acquired PowerHelp IT software from ...

A successful ITSM strategy is a lot like a game of connect-the-dots. Organizations may already have a ticketing system for incident management, for example, or perhaps the beginnings of a ...

Aligning organizational strategies with IT service management is a problem that needs solving, according to the latest research. The task relies on the C-suite, the CIO and the IT organization to ...

You have probably heard these stats quoted a million times – the cost of a service desk interaction is $22 per ticket resolution versus $2 for self-service and $0 ...

AI is everywhere, surfacing in everything from search engines and virtual assistants to our breakfast conversations. Yet, despite the buzz, IT leaders remain wary of integrating it into IT service ...

The CFO of every company has a dream: that the financials they work with are accurate and current, because their finance managers are using the best possible tools in the best possible way. But why is ...

Experts note that all have to work to ensure each step along the way should become an intelligent operation for the future Over the years, the purpose of service management and its scope - has evolved ...

IT service management (ITSM) has experienced tremendous growth in the wake of the COVID-19 pandemic, which has spurred on the rapid development of a number of IT operations (ITOps) and digital ...

VDI. It’s one of the second hottest topics this year. The problem is that everyone is talking about the back-end data center infrastructure (which is important don’t get me wrong) and not about how to ...

Jira Service Management’s new features bring ITSM “beyond the technical team” Your email has been sent An announcement by Atlassian shows how its popular service management solution is adapting to the ...