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6:20
Apr 25, 2006

Help-desks should help, not stonewall

IT help-desks appear to have lost their way, driven by an overemphasis on cost-consciousness into defending the company`s financial position rather than helping users, says Paul Bornhutter, FrontRange Solutions (SA) product GM.

3:20
Mar 23, 2006

Better metrics needed for help-desks

Organisations are judging the effectiveness of their help-desks on the wrong criteria, says Tracey Newman, MD of FrontRange Solutions (SA).

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