At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

SunTrust Banks Inc. is launching an enterprisewide help desk application that it expects to allow its 27,500 employees to reset their own network passwords over the Internet. The effort should pay for ...

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 ...

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 ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

As businesses develop their IT budgets for 2023, with the specter of an economic slowdown looming, artificial intelligence (AI)-related projects will figure prominently in the discretionary spending ...