The help desk lies at the heart of any organization's IT support effort. One of the biggest challenges for any IT organization is managing -- and paying for -- both hardware and software IT support.

For too long, the help desk has been a secondary priority in IT. Find out how the help desk has changed and how to optimize it. The MIT Sloan Management Review says that “the 21st-century CIO must ...

At its most basic, a help-desk application letsusers create tickets that describe their problems.Technicians use this information tobegin to diagnose the problems, fix them andclose the tickets.