Imagine that you are working late to finish a quarterly report when, suddenly, your laptop freezes and crashes. You can’t finish your assignment, so you immediately submit a ticket to IT for a ...

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 ...

“A help desk is not a core competency of our IT organization. We realized it was hard to recruit, it was hard to retain, and our service wasn’t stellar to begin with as we started to grow. So, that ...

Time is money – that’s especially true when it comes to IT services. Without processes in place to effectively answer everyday questions or address minor issues, high-volume IT departments can easily ...

APRIL 11, 2023, WASHINGTON D.C. -- Department of Justice Chief Information Officer Melinda Rogers speaks at the CrowdStrike Government Summit. The Justice Department’s chief information officer said ...

The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

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 ...

Minor issues and anomalies in IT services can easily become a huge bottleneck for technicians. Unless you have the right service desk technology, manual processing can bog down your resources.

How do you future-proof your IT service desk when business growth is uncertain? Join this VB Spotlight to identify the tasks you should be automating to improve customer experience, decrease IT ...

While IT service desks now form the backbone of digital workplaces, organizations rarely designed them to operate remotely prior to the pandemic. However, with the inevitable rise of remote working, ...

No one would argue that achieving provider satisfaction is a top goal for healthcare IT support leaders and teams. What if your IT service desk could deliver satisfaction to clinical staff, too? Could ...

Dmytro Lazarchuk is a co-founder and CEO of Relokia with over eight years of experience in digital marketing and data migration services. According to Forbes Insights, 89% of executives at ...