Managing growth

As businesses progress from small to midsize organizations, their dependency on IT solutions also increases. If you work for a midsize firm, your company has probably already automated several core business functions, such as inventory management, customer relationship management, and Web site content management.

As these systems become more critical to keeping the business running smoothly and to ensuring customer satisfaction, they increasingly dictate that service desk personnel must handle problems more efficiently and effectively.

This often presents a challenge for midsize companies, many of which simply lack the IT staff and budgets needed to deploy, run and manage the industrial-strength help desk software solutions designed for large enterprises.

There're numerous alternatives for SMEs to choose from. When the mission is clear it's not such a big problem to find the right tools. Using them efficiently is another question. How can we get our people to use all the networking tools and methods that are available.

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