On June 13, Mercury Interactive announced that it is expanding its reach into the IT services management market. The company is tackling the service desk and has acquired PowerHelp IT software from ...

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 ...

PLEASANTON, Calif.--(BUSINESS WIRE)--ManageEngine, the real-time IT management company, today announced the general availability of project management and configuration management database (CMDB) ...

CERN, the home of the Large Hadron Collider, is using IT service management (ITSM) to support operations outside the IT function. Reinoud Martens, service manager at CERN, has been taking the IT out ...

Some help desk systems can handle both efficiently, while others are more specialized. Beyond that, some organizations may have even stricter requirements, such as compliance with such standards as ...

Wylie Wong is a freelance journalist who specializes in business, technology and sports. He is a regular contributor to the CDW family of technology magazines. When Judy Hogan took control of three ...

CA Technologies announced that its CA Service Desk Manager r12.9 has achieved the highest level of certification for PinkVERIFY 2011 from Pink Elephant, an Information Technology Infrastructure ...

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 ...