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 ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...

Half the battle with properly managing IT infrastructure and applications is adhering to best practices. The other half? Putting technology in place to automate, monitor and speed problem resolution.