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, ...

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 ...

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 ...

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 final item in our series on open source help desk packages is Information Resource Manager, or IRM. Like most of the other systems we’ve looked at, IRM is a Web-based application that provides ...

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 ...

Telstra plans to launch in the next few days a mini help-desk software tool for its BigPond Internet customer base as part of its AU$100 million package to shore up its Internet service provider arm.