Whether it’s a Fortune 500 company like Alphabet or a local restaurant, all businesses with an information technology (IT) infrastructure will encounter network issues. When a problem arises, though, ...

Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

Altiris last week introduced an upgraded version of its help desk software that’s designed to cut down on support calls by automating fixes and letting end users help themselves. Altiris last week ...

The acquisition, which was expected to close by Feb. 1, should strengthen BMC's service management offerings beyond its traditional enterprise customer base. Magic Solutions, with its Magic Service ...

Help desk vendors Remedy and Peregrine this week will separately introduce products designed to better align business processes with IT assets and service management, which users say helps to resolve ...

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 ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

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 ...