Kosmos, a leader in unifying identity proofing and passwordless authentication, today announced 1Kosmos high-assurance ...

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“A help desk is not a core competency of our IT organization. We realized it was hard to recruit, it was hard to retain, and our service wasn’t stellar to begin with as we started to grow. So, that ...

In this face-off between two customer service-focused help desk giants, I compare Freshdesk Omni and Zendesk for Customer ...

Time is money – that’s especially true when it comes to IT services. Without processes in place to effectively answer everyday questions or address minor issues, high-volume IT departments can easily ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

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 ...

APRIL 11, 2023, WASHINGTON D.C. -- Department of Justice Chief Information Officer Melinda Rogers speaks at the CrowdStrike Government Summit. The Justice Department’s chief information officer said ...

While IT service desks now form the backbone of digital workplaces, organizations rarely designed them to operate remotely prior to the pandemic. However, with the inevitable rise of remote working, ...

If you work in an office, take a moment to think about your average day. How many minutes of the day are spent not looking at a computer screen? If you break away and take part in meetings, ...