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A help desk ticketing process is the sequence a request follows from the moment someone reports an issue to the moment it's resolved and reviewed. It typically runs through eight stages — submission, categorization, prioritization,...

Gartner® IT Symposium/Xpo™ brings IT leaders together to explore what's next in technology. Attendees have the opportunity to learn from Gartner® experts, network with peers, and explore the latest solutions from vendors.

Shadow IT is any hardware, software or IT resource running inside your organization that the IT department never approved, never configured and, in most cases, does not know exists. It covers the file sharing account someone opened with a departmental card, the personal lapto...

An IBM warranty check sounds like a ten second task: type in the serial number, read the expiration date. In practice, a lot of people hit a sign in screen or a result telling them the machine cannot be found. The reason is rarely the serial number itself.

Do you need Change Management KPIs? Carrying out a change is one thing; knowing if it worked as intended is another. The right KPIs will show if your efforts are effective, if users are adopting the change, and if the business is actually seeing a benefit.