Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

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 ...

Like a modern-day cavalry, the IT help desk comes to the rescue of frustrated computer users when a cursor freezes or an error message appears. The 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 ...

Aging help desk systems hinder remote support and IT fixes. Cloud-based help desks cut costs, ease complexity, boost IT. 28% of businesses are automating IT and help desk services. Along with aging ...

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 ...

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 ...

NBM is providing this overview as an informational breakdown of how managed IT support is commonly structured and evaluated, reflecting the practical questions and expectations that organizations in ...