In a sea of help desk products dominated by a few vendors, one small to mid-tier provider gained strength through acquisition. Numara Software expanded its reach into the service desk management space ...

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 ...

Atlassian is a development and management software company headquarterd in Sydney, Australia. Founded by Mike Cannon-Brookes and Scott Farquhar in 2002, it has nine offices in six countries and ...

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 ...

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 ...

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 ...

Whether or not you subscribe to the butterfly effect, the idea holds true for IT operations. Even the tiniest of initial changes can determine the path of your IT ticket. So, tread carefully. Without ...

I started my IT career doing help desk/support for about 4 years, after which I moved into a business analyst position, and then to my current position as a project manager. In all I have about 8 ...

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 ...

Managing IT from a services perspective is clearly on the rise. In a recent newsletter, I wrote a summary of the results of EMA’s service-level management acceptance survey of 46 IT professionals, ...