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 ...

“A help desk is not a core competency of our IT organization. We realized it was hard to recruit, it was hard to retain, and our service wasn’t stellar to begin with as we started to grow. So, that ...

Kosmos, a leader in unifying identity proofing and passwordless authentication, today announced 1Kosmos high-assurance ...

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 ...

Time is money – that’s especially true when it comes to IT services. Without processes in place to effectively answer everyday questions or address minor issues, high-volume IT departments can easily ...

A typical day in the life of a service desk agent used to be spent sifting through phone calls and emails, which inundate queues and slow down resolutions. This quickly depreciates the experience both ...

APRIL 11, 2023, WASHINGTON D.C. -- Department of Justice Chief Information Officer Melinda Rogers speaks at the CrowdStrike Government Summit. The Justice Department’s chief information officer said ...

While IT service desks now form the backbone of digital workplaces, organizations rarely designed them to operate remotely prior to the pandemic. However, with the inevitable rise of remote working, ...

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 ...

How do you future-proof your IT service desk when business growth is uncertain? Join this VB Spotlight to identify the tasks you should be automating to improve customer experience, decrease IT ...

If you work in an office, take a moment to think about your average day. How many minutes of the day are spent not looking at a computer screen? If you break away and take part in meetings, ...