Desktop virtualisation is the next wave of IT optimisation. And while the centralised delivery of desktop services promises major gains, there are still plenty of pitfalls. Read more

In a world where everyone wants answers, and quickly, we place great emphasis on enhancing the management of knowledge at the IT service desk.

This article discusses the shift towards proactive incident resolution at source, how knowledge management is empowering both service desk agents and customers and an increase in ‘first time fix’ rates. Read more

Fujitsu have been positioned by Gartner, Inc. in the ‘leaders’ quadrant of two Magic Quadrant reports - Help Desk Outsourcing, Western Europe1, and Desktop Outsourcing in Western Europe2. The reports were published in May 2009 and are “evaluations based on completeness of vision and ability to execute. Read more