The Big Trends in ITSM in 2021 from Freshworks and SDI

Transformational changes continue to impact ITSM. While IT service management embraces new technologies, most organisations don’t currently have the high-level capabilities to match their ambitions. Freshworks has collaborated with the Service Desk Institute (SDI) to produce a report that determines how IT professionals feel about these new advances. The report aims to show the current…

Supercharging Self-service with Virtual Agents

AI – the new normal prerequisite Business priorities are shifting. Employees’ expectations are rising. Simply put, the world around us is changing. And so should your service desk. AI is everywhere, and now it is redefining ITSM to provide end-users with a superior experience. Why wouldn’t they, right? While building a self-service culture around IT…