The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

In 2006, the state of Utah started to consolidate its IT services under the newly formed Department of Technology Services (DTS). Since then, DTS has been working to provide better service to its ...

After a rollercoaster ride in IT investment over the past few years, many organisations are beginning to look at how they use information technology in a more strategic manner. Most critical business ...

For decades, IT Service Management (ITSM) was often synonymous with manual processes and endless ticket queues. People used to dread contacting the IT help desk for fear of being caught in ‘ticket ...