Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

Through the wave of enterprise electronic health record implementations over the past ten years, I’ve seen and heard many organizations come to the conclusion that their traditional help desk ...

To establish clear agreements on expected IT services and standards, the IT help desk team and the end user must be on the same page. You can set up service-level agreements (SLAs) that are practical ...

Steve Zurier is a freelance technology writer based in Columbia, Md. IT departments at colleges and universities move beyond the traditional help desk. What comes first when IT departments strive to ...

Salt Lake City – January 12, 2011 – LANDesk Software, a global leader in systems lifecycle management, endpoint security and IT service management, today announced LANDesk' Service Desk 7.4, a ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

Zendesk, a Danish startup that markets a nifty cloud-based, on-demand help desk system, has raised an undisclosed Series A round of funding from Charles River Ventures which it intends to use to ...

On June 13, Mercury Interactive announced that it is expanding its reach into the IT services management market. The company is tackling the service desk and has acquired PowerHelp IT software from ...

Most people who've worked an office job have had the experience of trying to track down a member of the IT staff when their computer isn't working properly. If your company's IT staff works ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

IT service management (ITSM) has experienced tremendous growth in the wake of the COVID-19 pandemic, which has spurred on the rapid development of a number of IT operations (ITOps) and digital ...