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.

FORBES: Magazine Article

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.

FORBES: 7 Steps to Protect Your Online Security

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

FORBES: What Are Your Critical Decisions?