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 ...

Get the latest federal technology news delivered to your inbox. As American society grows increasingly reliant on digital platforms, the U.S. federal government is working to modernize its own legacy ...

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 ...

Today, we continue our discussion of ITIL, the IT Infrastructure Library, and describe which of its two components – service delivery and service support – is of primary interest to IT organizations.