Our pick of analyses, guides and field stories on ITSM, ITOM, CX, CRM and AI, from our partners. Each resource is summarised by us, and the link takes you to the original source.
This report synthesizes perspectives from 225 global IT decision-makers on the evolution of IT service management. It offers concrete strategies to integrate AI and innovation into current IT operations.
Read on FreshworksThis article examines how AI tools like EV Pulse bring automation and prediction to incident management. It details detection capabilities and workflow orchestration to accelerate IT problem resolution.
Read on EasyVistaTechnology leaders from various sectors share their experience of AI-driven transformation. A series of video interviews and a practical guide complement the testimonies.
Read on FreshworksThis article identifies the main risks associated with AI adoption in ITSM: insufficient data quality, process automation issues, governance gaps, and tool fragmentation.
Read on EasyVistaCarrefour consolidated its 15 helpdesks through a unified self-service portal. This implementation significantly improved agent satisfaction and productivity.
Read on FreshworksThis article analyzes how AI can improve IT knowledge management, while emphasizing that its effectiveness depends on solid governance. It evaluates use cases where AI adds value and those where it increases risks.
Read on EasyVistaThis guide demonstrates how intelligent automation via AI agents strengthens customer satisfaction and team productivity. It covers the deployment of proactive and personalized support.
Read on FreshworksThis article defines resilient service management in the face of cyber threats and explains the key role of ITSM, visibility, and orchestration in maintaining continuity and reducing incident impact.
Read on EasyVistaThis report analyzes how employee expectations, emerging technologies, and new work models redefine employee experience. It proposes strategic priorities for IT leaders in 2025.
Read on FreshworksITSM acts as a coordination layer between SecOps and ITOps, thereby strengthening cyber defense. This article shows how integrated management reduces resolution time (MTTR) and simplifies security incident management.
Read on EasyVistaThis report documents how recognized brands like Bank-Al-Etihad and Hobbycraft excel in customer experience through integrated solutions. It synthesizes their omnichannel strategies.
Read on FreshworksThe growing complexity of ITSM environments, due to tool proliferation and hybrid architectures, requires a simplified approach. This article proposes principles for selecting ITSM solutions to manage this complexity.
Read on EasyVistaThis guide explores how AI is transforming IT operations in 2025, from predictive analytics to automated 24/7 support. It details how IT teams create strategic value through algorithmic optimization.
Read on FreshworksHybrid and automated environments present growing challenges for cyber resilience. This article examines how organizations can maintain a robust defensive posture in the face of this complexity.
Read on EasyVistaAccording to Freshworks' global AI adoption report, IT teams are leading by example in professional AI use. Their approach serves as a model for other departments.
Read on FreshworksThe CMDB (Configuration Management Database) is a critical ITSM component. This article analyzes how CMDB visibility contributes to risk management, incident response, and regulatory compliance.
Read on EasyVistaFreshworks' 2024 global survey shows that AI reduces repetitive tasks and strengthens employees' sense of purpose. Organizations are increasing investments in response to this demand.
Read on FreshworksSLAs, XLAs, and OLAs remain essential in the modern digital ecosystem. This article explores how AI redefines these service agreements and transforms performance metrics.
Read on EasyVistaContent published by our partners (Freshworks and EasyVista), curated and summarised by Doopera. Brands, logos and visuals belong to their respective owners.
