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” ...

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 ...

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 ...

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 ...