On June 13, Mercury Interactive announced that it is expanding its reach into the IT services management market. The company is tackling the service desk and has acquired PowerHelp IT software from ...
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 ...
Public-sector CIOs are taking notice of the rapid rate at which private industry is adopting IT Infrastructure Library (ITIL) best practices. The latest set of best practices, known as ITIL V3, with ...
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