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 ...

Last week we described the confusing world of management frameworks and concluded that the two big approaches are TMN if you are running a carrier network and ITIL if you are running an enterprise ...

Due to the complex and interconnected nature of the IT environment, even simple changes, if they fail, can seriously affect organizations. And with business increasingly dependent on IT, the failures ...