K&M Associates® Profile For over 45 years, K&M Associates® has provided great quality costume jewelry as well as graphics, packaging, and merchandising to its customers. In 2006, K&M became one of the few costume jewelry companies to be CTPAT certified by U.S. Customs and Border Protection of the Department of Homeland Security. IT Challenge K&M faced two challenges in managing its IT department. The first problem centered around the inability to track end-user help requests. With no help desk in place, end users had no formal means to ask for assistance. Often, problems were not resolved and it was impossible to hold technicians accountable. It was also impossible to develop Service Level Agreements (SLAs) with the end users since no one had any idea how many trouble tickets the organizat

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