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 ...

• Survey reveals over half of small and midsized Australian and New Zealand organisations do not consider ITIL a factor during purchase of a service desk solution and while adopted as a guideline, is ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...

The goal of ITIL is for organizations to create predictable IT environments, and deliver the best service possible to customers and clients by streamlining processes and identifying opportunities to ...