Unlike traditional chatbots or assistive AI, AI agents understand context, make decisions, and take action across systems ...

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 ...

ConnectWise has acquired zofiQ, bringing agentic AI automation directly into one of the most widely used platforms for IT ...

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 ...

Get the latest federal technology news delivered to your inbox. As American society grows increasingly reliant on digital platforms, the U.S. federal government is working to modernize its own legacy ...

Integrated ITSM and HRSD systems are pivotal for modern HR transformation. This article explores how integrating these systems enhances HR processes, service delivery, and operational efficiency while ...

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 ...