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, ...

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 ...

Over are the days of the reactive IT help desk with a basic mandate of recording and responding to IT issues from end users. The help desk now sits at the core of an organization’s IT service ...

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 ...