IT process automation (ITPA) has stepped into the spotlight as a hot commodity among IT professionals worldwide. With IT process automation, IT can deliver better services in support of business, ...

Embedded within any good support process must be the ability to capture and report operational data that provides feedback on how the processes and resources are performing. With questions like these ...

For operations and technical leaders, crafting a support organization is as much an art as it is a science. Customer service, technical support, customer success, help desk—there are so many terms out ...