A few CIOs with call center-based Incident Management systems can’t see the bottom of incident queues due to the thousands of pending laptop connectivity, remote access login, and VPN support requests ...

The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

In 2006, the state of Utah started to consolidate its IT services under the newly formed Department of Technology Services (DTS). Since then, DTS has been working to provide better service to its ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...

TeamDynamix is replacing JIRA as our service management and ticketing system. JIRA has reached end-of-life and can no longer be updated. The TDX Service Management Platform will allow support teams to ...

As a security professional, IT service management can be your best friend. Service tickets indicate a regular, defined process that your organization’s IT team follows. As security officer, you need ...