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  A few years ago, an IT team decided to roll out a new automated software system for the company to use. They created a database, built a number of

Enterprise Service Management (ESM) is trending up. More companies are adopting service management tools and practices, as it helps them clarify internal services, break down internal silos, and improve efficiency

When done right, Knowledge Management improves the overall effectiveness of a company’s IT assistance. Help Desk and Service Desk employees can easily recycle IT solutions that have worked in the past, improving their speed

IT service managers tend to be stressed out a lot. Life is never easy for people who are tasked with keeping a company’s technology up and running—while trying to figure

Service level agreements (SLA) sit at the heart of ITIL practices. For the uninitiated, SLAs define expectations for both the service provider and the “customer” when engaging in a service.

Spend an afternoon in nearly any office setting and invariably you’ll hear one employee tell another to call the help desk to assist with a network issue. Walk to another

IT teams are responsible for managing all the hardware and software within the organization. That doesn’t necessarily mean that hardware and software come out of the IT team’s budget. After

Help desks are important. They fix immediate problems that come up in day-to-day office activities, keeping employees productive. However, there are different options when it comes to help desk, and

Some problems seem to pop up at every help desk, regardless of industry or geography. Employees have trouble with logging in, or find themselves staring at the “blue screen of