As a term, business service management (BSM) was first included in the 2007 version of Information Technology Infrastructure Library (ITIL), where its definition was “the management of business ...

Freshworks Inc. (NASDAQ: FRSH) has signed a definitive agreement to acquire FireHydrant, a provider of AI-powered Incident Management software. The combination will bring together Freshservice’s IT ...

Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

The advent of electric vehicles portends many changes ahead for dealership service departments in the coming decades. Service managers and directors will have to be agile, resilient and ...

AT&T Business Service (ABS) Field Operations is a leading provider of IP-based solutions servicing premises-based IP infrastructure, installing and maintaining equipment from top vendors. The division ...

Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization. Digital customer experience (CX) ...

Utilities operate in high-stakes environments where operational resilience, infrastructure reliability, and workforce efficiency are essential for maintaining uninterrupted service. Cutting-edge field ...