The IT services industry has come a long way in the last three decades due to three core change factors. First, technology has advanced from legacy mainframe systems to cutting-edge, cloud-enabled ...

Salesforce Inc. is imbuing its 16-year-old Service Cloud with artificial intelligence agents in a new suite designed to deliver what executives described as a “conversation-first, agent-first” ...

Mature IT Service Management (ITSM) is essential for strengthening state and local government service delivery and efficiency. Agencies often struggle with aging legacy systems, manual processes, and ...

In recent months, we have seen increasing attention on how companies are managing their IT outsourcing agreements. The unfortunate reason for much of this attention is that many of these outsourcing ...

AI agents hold great promise for improving enterprise applications and business workflows. With the ability of agents to automate a broad swath of end-to-end business processes—learning and changing ...