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 ...

They’re the information that can help IT perform better. The IT help desk is a crucial supporting player in the team of instructors, researchers, administrators and students who are spread across ...

Inflated incident count? A scramble for getting credit for closed tickets? A steady stream of distractions for the IT staff everywhere else? Metrics might be the culprit I’m a developer, and our help ...

Anne Rawland Gabriel is a freelance journalist who specializes in business technology. She is a frequent contributor to the CDW family of technology magazines. The clock never stops at the U.S. Coast ...

AUSTIN, Texas--(BUSINESS WIRE)--SolarWinds (NYSE:SWI), a leading provider of powerful and affordable IT management software, today announced its gold sponsorship of Service Management World, July ...

In a time of major change tied to introducing a new LMS, a well-prepared "help desk" is a prime stress reducer for the user, as well as for those supporting the LMS. In addition, this relationship ...

Whether running a startup or a more established outfit, small business owners have a lot to think about. When help is on hand in the form of automation tools, small businesses have a chance to improve ...

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 ...

NOTE: This article first appeared on FCW.com. The Defense Department is hoping large defense contractors will be cyber mentors for small businesses and startups as it rolls out its new cybersecurity ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. Aside from the unprintable adjectives your help desk staff ...