Imagine your enterprise IT ecosystem for a moment. It probably feels less like a well-oiled machine and more like a crowded airport during a storm. You have employees in Mumbai trying to access legacy ...

Altiris last week introduced an upgraded version of its help desk software that’s designed to cut down on support calls by automating fixes and letting end users help themselves. Altiris last week ...

I've seen lots of threads, and looked at quite a few products today, and they all seem to suck in various ways. Our current software is being EOL'd and they've quoted a crazy amount to upgrade it. I ...

The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

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Like a modern-day cavalry, the IT help desk comes to the rescue of frustrated computer users when a cursor freezes or an error message appears. The service ...

Help desks assist customers with technical problems, such as installing and using computer systems, troubleshooting network connections, installing entertainment systems and resetting passwords. Help ...

When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool. "We were simply ...