Operations | Monitoring | ITSM | DevOps | Cloud

The latest News and Information on Helpdesk, Service Desk, IT Helpdesk.

AI in Contact Centers: Capabilities, Limits, and the Missing Decision Layer

AI in Contact Centers: Capabilities, Limits, and the Missing Decision Layer

Jan 16, 2026 By OpsMatters In OpsMatters
AI in contact centers refers to the use of artificial intelligence technologies to automate customer interactions, support agents in real time, analyze conversations, and improve operational efficiency. In practice, this includes chatbots, virtual agents, intelligent routing, agent assist tools, sentiment analysis, and automated quality assurance systems designed to increase speed, consistency, and scale.
Read Post
InvGate

InvGate Renews SOC 2 Type II Certification

Jan 15, 2026 By Celeste Mottesi In InvGate
We’re pleased to announce that InvGate has recently renewed the SOC 2 Type II certification for the 2024-2025 period. This achievement shows our commitment to the industry’s best data protection and compliance practices. The SOC 2 standard was developed by the American Institute of Certified Public Accountants (AICPA). It consists of a third-party audit that evaluates how companies worldwide handle data privacy. Keep reading to learn how the renewal impacts you.
Read Post

Poisoning the Well: The Invisible Danger in Your AI Supply Chain

Jan 7, 2026 By ServiceNow In ServiceNow
Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community.
View Video
resolve

If Your Service Desk Automation Solution Needs More Humans, It's Not a Solution

Jan 6, 2026 By John Gorham In Resolve
Whenever service management has struggled, the conventional response was to add processes, tools, and people. That worked for a little while; at the very least, it worked well enough to keep the lights on. However, today’s environments don’t fail quietly or occasionally. They fail noisily and across tightly coupled systems. The end result is an operational model where human effort is consumed reconstructing context instead of resolving problems. More processes don’t fix that.
Read Post
The Role of Inbound Call Handling in IT Service Management (ITSM)

The Role of Inbound Call Handling in IT Service Management (ITSM)

Jan 6, 2026 By OpsMatters In OpsMatters
In today's fast-paced digital world, IT Service Management (ITSM) has become a critical framework for organizations seeking to maintain operational efficiency and deliver superior IT support. ITSM encompasses a range of practices and processes designed to manage IT services effectively, ensuring they align with business goals while maintaining high service quality. Among these practices, inbound call handling plays a significant role in ensuring smooth communication between end-users and IT support teams, ultimately enhancing overall service management performance.
Read Post

The next era of IT management with ManageEngine: What agentic AI will unlock

Nov 21, 2025 By ManageEngine In ManageEngine
Agentic AI is generating a lot of buzz, but what does it actually do for IT teams? Join us as we showcase how the industry is evolving in the new era. What once took hours or days will soon take minutes—unlocking a new level of productivity and efficiency for IT operations. The foundation of this evolution? AI-driven contextual analytics. Agenda.
View Video

Copyright © 2026 OpsMatters™. All rights reserved.