The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations. ...
If you're a network manager, you may have heard some interest from upper management in implementing ITIL. Here's why you shouldn't be afraid... In its third iteration, IT Infrastructure Library (ITIL) ...
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 ...
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