Pressures to decrease cost, increase reliability, and comply with local regulations conspire to make it harder than ever for IT to deliver business services efficiently. We are fast approaching the ...

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 ...

Agile service management means applying the agile mindset to IT service management, a concept that is as simple as that. Take into account, though, that this is not something that has often been done ...

A couple of years back, I had the privilege of working on a project that delivered ‘service desk’ services to the U.S. military. I came in as the owner of service design and, to be honest, at the time ...

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.