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  • A help desk is critical to the operations of an IT services business. As a centralized intake location for technical issues, it allows for a responsive and timely solution to get clients and their staff back to business as usual. In addition to handling immediate IT issues, a help desk performs several proactive tasks to ensure clients' IT systems remain operational and downtime is minimized. Thus, utilizing a help desk and following best practices can improve the productivity, efficiency and satisfaction of …

  • IT decision support impacts all aspects of technology management, from governance and strategy to budgets and resource planning. IT decision support effectiveness often falls prey to data-driven challenges that make it difficult to understand the data in context. These challenges: overwhelming data volumes, heterogeneous data types, and growing data complexity. This Forrester Consulting Paper reports the three key findings from their study conducted, on behalf of BDNA, to test the hypothesis that data …

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