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 ...

Working on an IT help desk can feel like an endless case of déjà vu. Let’s face it: Computer users are damn predictable. If you’ve heard a problem once, you’ve heard it a thousand times before. Some ...

Serval Inc., a startup using artificial intelligence to process help desk requests, has raised $75 million in funding at a $1 billion valuation. Sequoia led the Series A investment. Serval said in its ...

There seems to be no shortage of weird requests IT workers get, judging from readers who commented on the April 11 Management Watch entry, "Have a sense of humor? Become an IT worker." A survey from ...

DALLAS, May 20, 2026 /PRNewswire/ -- Automation Anywhere, the leading provider of Agentic Process Automation, today announced it has fulfilled more than 1 billion IT service requests through its ...

The third software product in our series on open source help desk packages is Request Tracker from Best Practical, an open source software development company based in Somerville, Mass. For larger ...

How do you future-proof your IT service desk when business growth is uncertain? Join this VB Spotlight to identify the tasks you should be automating to improve customer experience, decrease IT ...

Please contact the Technology Help Desk with any questions regarding software, technical difficulty, requests for training, Colleague or KATIE help, or request for software or process improvement. You ...

Aisera, a startup developing what it describes as an “AI-driven” support ticketing system, today announced that it raised $90 million in Series D funding led by Goldman Sachs with participation from ...