The business world is growing increasingly flat, spreading even the smallest work forces over distance. Employees areseemingly always on the move, constantly meeting with customers or distributors and making sure the supplied chain flows unabated. Salesmen rarely come into the office anymore, instead, checking e-mails from their PDA or cell phones and only coming into [...]
As dispersed employees become more and more dependent on computer systems and software to do their jobs, companies find providing IT and application support for their end-users increasingly challenging. Therefore, the service desk is pivotal for any IT support operation. Service desks are where hardware and software issues are reported, as well as where resolution [...]
The Information Technology Infrastructure Library (ITIL) is a best practices framework that outlines how IT teams should operate in order to properly support their organization’s corporate objectives. According to ITIL, the service desk (also referred to as a helpdesk or call/contact center) is the centerpiece of any successful IT Service Management (ITSM) operation. In order [...]