Whether it’s a Fortune 500 company like Alphabet or a local restaurant, all businesses with an information technology (IT) infrastructure will encounter network issues. When a problem arises, though, ...

Let's begin with Spiceworks, which is known for its large IT professional network and product suite that's focused on enterprise project management and network monitoring (which includes Spiceworks ...

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 acquisition, which was expected to close by Feb. 1, should strengthen BMC's service management offerings beyond its traditional enterprise customer base. Magic Solutions, with its Magic Service ...

Altiris last week introduced an upgraded version of its help desk software that’s designed to cut down on support calls by automating fixes and letting end users help themselves. Altiris last week ...

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 ...

The third software product in our series on open source help desk packages is Request Tracker from Best Practical, an open source software development company based in Somerville, Mass. For larger ...

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 ...