Help desk News

  • January 26, 2018 26 Jan'18

    ServiceNow Kingston troubleshoots IT tasks with AI, machine learning

    ServiceNow delivers AI and machine learning capabilities to its core platform to eliminate time-consuming manual help desk tasks.

  • December 01, 2017 01 Dec'17

    Alexa for work - the IT helpdesk's new best friend

    Helpdesk technicians in IT departments around the world will rejoice at Amazon’s announcement of a corporate version of its voice-enabled assistant Alexa for use in the workplace. It cannot now be ...

  • August 24, 2016 24 Aug'16

    ServiceNow ITOM workflow platform the next logical step from ITSM

    Having firmly established itself in the IT service management business, ServiceNow hopes its workflow platform will bring the same level of success in IT operations management.

  • June 29, 2016 29 Jun'16

    Ping a Bus

    In this day and age, it's not just the techie guy at the helpdesk who know what the numbers and dots posted on the bus mean. Clearly, the bus driver here is on the game. And most Y-gens will ...

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  • How do I start on change and release management?

    We have nothing but an IT help desk email inbox to handle incidents. The rest is organized chaos and works well enough to keep the business running. But we'd like to implement ITSM best practices. Continue Reading

  • Advancements already push the future of HCI in surprising directions

    With a technology as new as hyper-converged infrastructure, it seems odd to be talking about the likelihood of significant changes in its development. Still, the future of HCI is beginning to take shape in ways that are more than mere incremental adjustments. Change is on its way -- and it looks like it's in a hurry.

    How can it be that the next wave of HCI innovation is already rolling in? Are the standard HCI product offerings already about to be overtaken?

    The cover story in this issue of Modern Infrastructure looks at these questions, examining how container-driven bundles and pay-as-you-go options could change how the future of HCI takes shape. If such innovations don't supplant the standard HCI appliance business model, they may at least create fresh approaches to HCI delivery and support.

    HCI has won early acceptance more quickly that many predicted, and vendors sense a big opportunity ahead. To capitalize, they are looking to address some of the key objections potential buyers raise. Greater flexibility in how HCI is configured and sold could be welcome news to IT organizations put off by the current options. And the ability to pay for what's being used as opposed to what's built into a particular appliance could change the minds of some skeptical decision-makers.

    Startups in the still-young market are looking to distinguish themselves by modeling their offerings on cloud services and incorporating container technologies. Vendors seen as the established players in the market may already be looking over their shoulders.

    Hyper-converged infrastructure isn't a traditional IT product, so maybe it makes sense that the future of HCI will veer from the expected path.

     Continue Reading

  • IT troubleshooting is as much about users as technology

    It's easy with IT troubleshooting to head down a path that makes sense, with certain assumptions. But IT users and technology are unpredictable combinations. Continue Reading

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