CHICAGO — The word on GuideStone Financial Resources’ help desk could be summed up by what company employees called it: “the helpless desk.” Not only was the moniker unflattering, it reflected ...

The operations that businesses do to plan, develop, run, and maintain their information technology (IT) services for both ...

Every network operations center needs to implement standards for the efficient and effective management and control of its people and resources to meet the needs of its users. Upper management in the ...

Read complete transcript of the discussion. Find it on iTunes/iPod. Learn more. Sponsor: LogLogic. Implementing best practices from the the Information Technology Infrastructure Library (ITIL) has ...

The landscape of IT Service Management (ITSM) and cybersecurity continues to evolve rapidly, with organizations increasingly recognizing the critical importance of robust governance frameworks and ...

Network management is a complex topic. In today's diverse networking infrastructure, the network has to handle more instances of unified communications, video, and virtualization. The role of the ...

The Information Technology Infrastructure Library (ITIL), a set of best practices in IT management, is helping companies align IT with their larger business objectives, according to a recent survey by ...

Due to the complex and interconnected nature of the IT environment, even simple changes, if they fail, can seriously affect organizations. And with business increasingly dependent on IT, the failures ...

Help desk operations are no small matter at JPMorgan Chase, which runs seven sites that handle some 3 million IT service calls per year. Following its 2004 merger with Bank One and the end of its $5 ...