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 ...

• Survey reveals over half of small and midsized Australian and New Zealand organisations do not consider ITIL a factor during purchase of a service desk solution and while adopted as a guideline, is ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...

You’ve written before about Help Desks and how hard it is to establish useful metrics [for example “ Another helpless desk,” Keep the Joint Running 12/17/2007 — Bob]. My question: What would be so ...