Turning service data into operational intelligence
Service data can tell a lot about how your organization really operates—but only if you know where to look
Dan Tynan
3 min read
The upside of AI upskilling
Companies can throw money at AI. But can they make it stick without spending on training?
Howard Rabinowitz
3 min read
One front door for Europe’s universities
Across the U.K. and the continent, IT teams are overcoming centuries of institutional autonomy to create a single experience for students and staff
Laura Rich
3 min read
The hardest seat at the table
From the cloud to Covid to AI, IT has absorbed the shock, rewritten the playbook, and quietly taught the rest of the business how to change
Dan Tynan
7 min read
The upside of AI upskilling
Companies can throw money at AI. But can they make it stick without spending on training?
Howard Rabinowitz
3 min read
One front door for Europe’s universities
Across the U.K. and the continent, IT teams are overcoming centuries of institutional autonomy to create a single experience for students and staff
Laura Rich
3 min read
The hardest seat at the table
From the cloud to Covid to AI, IT has absorbed the shock, rewritten the playbook, and quietly taught the rest of the business how to change
Dan Tynan
7 min read
Articles and insights
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ICYMI: Building AI skills, moving up the IT ladder, and slowing the AI roll
Your curated briefing on the latest news and ideas for AI-powered service operations
The Editors Of The Works
2 min read
The next AI shift in IT isn't speed. It's prevention.
Freshworks VP of AI Products Venkat Venkataraman on why "shifting left" means catching problems before they become tickets, and what it takes to get there
Silvina Gils-carbo
4 min read
The problem that never happens
Freshworks VP Jason Aloia on why ITSM's next act is about resolving issues before anyone notices
Derek Korte
4 min read
In the U.K., playing catch-up on AI
U.K. organizations are as sold on AI as anyone else. They're just the slowest to get it fully running, and it's costing them budget and peace of mind.
Laura Rich
3 min read
Freshworks named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms
Read the full report for more about the current state of ITSM
Dennis Woodside
2 min read
The cost of moving fast
As AI adoption becomes commonplace in the workplace, Fortune 100 leaders are expressing concern: Are we de-skilling a generation of workers? Matt Beane is there to hear them out—and provide some fixes.
Derek Korte
8 min read
Inaugural issue: The Works Magazine
The inside stories on how McLaren, New Balance, and others turn service performance into a competitive edge
Team Freshworks
12 min read
The most AI-bullish industry is also the most overwhelmed by it
Financial services outspends every sector on AI and reports the greatest complexity burden. Here's what's driving the gap, and how some businesses are closing it.
Laura Rich
3 min read