Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

Half the battle with properly managing IT infrastructure and applications is adhering to best practices. The other half? Putting technology in place to automate, monitor and speed problem resolution.

CHICAGO — The word on GuideStone Financial Resources’ help desk could be summed up by what company employees called it: “the helpless desk.” Not only was the moniker unflattering, it reflected ...

ITIL® 2011, published on 29 July by official publisher TSO, responds to feedback from the community that reads, uses and trains from the guidance and recognises emerging trends such as cloud computing ...

Many times, we hurt our IT operations unintentionally by not performing various activities that are essential to the delivery of an IT service. It’s about time we faced a reality that we conveniently ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...