Freshworks Acquires Its 18th Start-Up, Enhancing Its Product Manager Collaboration Tool

Customer engagement software company FreshWorks announced that it has acquired a cloud-based prototyping and usability testing platform, Bangalore-based CanvasFlip.

Ayehu Gives Helping Hand in Building Automation Workflows

Ayehu gives users a helping hand in building workflows. The firm’s strategy aligns with a trend in the automation market, in which vendors are competing over usability...

ServiceNow Gets New Leadership as of End-of-Year 2019

ServiceNow announced a change in leadership that will happen by end-of-year 2019.

Spiceworks Is Adding AI and an On-Premises Version to Its Online Help Desk Tool

Spiceworks announced new developments to its suite of free IT tools, including AI-powered insights and an on-premises version of its help desk application to provide...

IT Startup Forethought Adds AI Tool to Automate Ticket Routing

San Francisco-based IT startup Forethought announced new product Agatha Predictions on September 5 to help categorize and organize incoming tickets.

Spiceworks Promises Free Tools Will Continue Despite Ziff Davis B2B Acquisition

Spiceworks – which operates a community of IT professionals, marketplace, and free apps – has agreed to be acquired by Ziff Davis B2B, but says it will continue to...

Rundeck Embraces Self-Service as the Future of IT Operations

Rundeck markets itself as an enabler of self-service IT operations. This marketing strategy aligns with the transition of IT operations from order-takers to engineers....

ServiceNow and Microsoft Partnership: Great for ServiceNow and Microsoft Customers, Great for Vendor Lock-In

ServiceNow and Microsoft are furthering their partnership by hosting the Now platform in the Azure-trusted cloud. These features and integrations are powerful, but comes...

Build a Service Support Strategy – Phase 1: Design Target State

This phase of the blueprint Build a Service Support Strategy will help you review service support trends and identify relevant organizational goals.

Service Support Strategy Worksheet

This template will help you document the service support strategy as you work through the project blueprint.
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