Since it outsources its help desk, each and every call to the service provider incurred a charge, and before long password-reset costs ballooned to millions of dollars.

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It started with a call to the Apple Help Desk, and Phobia was able to give just enough data to convince the agent that he was Honan.

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For example, the IT organization cited above must make routine but often essential decisions about software upgrades and help-desk staffing levels.

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Yet for many IT teams, potential innovators are restricted by their day-to-day role of providing help desk support, updating software, fixing technical issues and monitoring acceptable use policies.

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After just six months, it is already proving to be less expensive to support, with fewer calls per user to the help desk, said Cook.

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Again, I commend Congress for giving families and businesses the help they deserve, and I will sign this bill into law as soon as it hits my desk.

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To get a hands-on view of what the use of personal devices has meant for IT, I turned to Brian Madocks, CEO of PC Helps, a services firm that provides supplemental help desk support for companies of all sizes.

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