IT

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10 min read

ITSM metrics: What to measure and why it matters

What are ITSM metrics? ITSM metrics are measurable indicators used to track the performance, efficiency, and…

Article
5 min read

Top ITSM trends to watch now

Your ITSM team is like your phone’s operating system, working quietly in the background to keep…

Article
5 min read

ITSM vs. ESM: Differences between IT and enterprise service management

Evaluating tools for employee service management can lead to a debate between ITSM vs. ESM as…

Article
5 min read

What is problem management? A complete guide

Problem management definition Problem management is an aspect of IT service management (ITSM) that focuses on…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

Article
3 min read

86% of IT leaders rank employee service as a top priority. Here are their next steps.

Gone are the days when IT focused solely on infrastructure and digital transformation. Nowadays, IT teams…

Article
7 min read

IT services: What they are + 15 types you can use

What are IT services? IT services are the procedures and processes that help businesses manage and…

Article
8 min read

What is ITSM? The ultimate IT service management guide

What is ITSM? IT service management (ITSM) is a framework for delivering IT services to customers…

Article
1 min read

10 essential books and podcasts for IT leaders in 2025

These 10 essential resources, curated by our team of experts, will help you design better employee…

Article
1 min read

What is an IT service desk? Definition + benefits

An IT service desk is a central employee service hub that helps streamline support, boost productivity, and improve job satisfaction. Read to learn more.

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Read the Zendesk Customer Experience Trends Report.

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How IT leaders can eliminate siloed service and deliver enhanced employee experiences

Experts warn of decreased employee satisfaction. Here’s how businesses can take action.

Report: IT leaders tackle new challenges with security, AI, and CX

Discover new insights and data from 1,200 IT leaders about AI, data privacy, and CX strategies.

Article
4 min read

The future of work for IT teams is supporting hybrid workforces

IT teams don’t always get the credit they deserve for keeping the company running smoothly; they also don’t always have the tools they need to work effectively and provide a seamless experience.

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Join the Zendesk Experience Research Panel and help shape the future of our products.

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1 min read

Futurum report: How investing in the right digital solution improves CX

Futurum Research reveals why leading brands are investing in new technology and how the Zendesk platform sets itself apart from other enterprise solutions.

3 min read

Deliver better customer and employee experiences with Zendesk and Amazon AppFlow

We’re excited to announce that Amazon AppFlow now allows teams to easily create bi-directional data flows with Zendesk for smarter customer and employee experiences.

Article
5 min read

CX is at a digital tipping point—here’s what IT leaders can prepare for

As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.

Article
6 min read

Why tech leaders must focus on both the customer and employee experience

Colleen Berube, CIO and SVP of Operations at Zendesk, had been on the job a little…

Article
5 min read

Delighting customers with modern customer experiences

The customer has changed and so have their expectations on what customer experience means to them.…