At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.

To establish clear agreements on expected IT services and standards, the IT help desk team and the end user must be on the same page. You can set up service-level agreements (SLAs) that are practical ...

When it comes to the allocation of hardware resources, one thing that usually gets the short shrift is the help desk. After all, it’s not like the help desk is tied to an application that a business ...

Midsize companies can mobilize BMC IT help desk application with new software from Aeroprise. Users of BMC’s Service Desk Express application will soon be able to extend its features to an array of ...

Salesforce.com on Tuesday unveiled a new SaaS (software as a service) help-desk application called Desk.com that can reach end users through social networks like Facebook and Twitter. Desk.com, which ...

Salesforce spent approximately $50 million in cash, net of cash acquired, to buy Assistly, Salesforce said Wednesday. Assistly offers cloud-based "instant customer service help desk applications" that ...

When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool. "We were simply ...

SunTrust Banks Inc. is launching an enterprisewide help desk application that it expects to allow its 27,500 employees to reset their own network passwords over the Internet. The effort should pay for ...

Technology is evolving at a stellar pace, and the frequency, size and level of sophistication of cyber-crime is evolving alongside it. AV Test, an Independent IT-Security Institute, claims that ...

ARMONK, N.Y. and LONDON -- BP awarded IBM a 5-year contract to manage and run all of the oil giant's enterprise applications and integrated service desk responsibilities. The contract is the largest ...

I remember sitting around a conference table with a handful of developers and support technicians talking about features we could add to our internal help desk application. We had been using an ...