Imagine that you are working late to finish a quarterly report when, suddenly, your laptop freezes and crashes. You can’t finish your assignment, so you immediately submit a ticket to IT for a ...

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 ...

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 ...

“A help desk is not a core competency of our IT organization. We realized it was hard to recruit, it was hard to retain, and our service wasn’t stellar to begin with as we started to grow. So, that ...

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 ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

Time is money – that’s especially true when it comes to IT services. Without processes in place to effectively answer everyday questions or address minor issues, high-volume IT departments can easily ...

It’s no secret that enterprise personnel no longer work in the same manner as they did in the past. The real mystery is why we keep trying to resolve today’s IT issues with yesterday’s processes and ...

How do you future-proof your IT service desk when business growth is uncertain? Join this VB Spotlight to identify the tasks you should be automating to improve customer experience, decrease IT ...

Minor issues and anomalies in IT services can easily become a huge bottleneck for technicians. Unless you have the right service desk technology, manual processing can bog down your resources.

ServiceNow has released a new AI tool to help human workers, and is readying their replacement, the Autonomous Workforce, for ...

APRIL 11, 2023, WASHINGTON D.C. -- Department of Justice Chief Information Officer Melinda Rogers speaks at the CrowdStrike Government Summit. The Justice Department’s chief information officer said ...