Blog

Our news and views.

From our latest client work and company activity to our thoughts on the world of IT, end-user support, infrastructure and how to run successful IT projects, we’d love to share it with you.

The real story behind service desk performance in law firms

As a managed services provider to the legal industry we get to see the mechanics of existing Service Desks before we engage. Our approach is to take 12 months’ worth of tool and Automatic Call Distrib...

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Top 5 Must have processes for IT service management

Now more than ever, organisations are investing in IT Service Management to help them become more efficient and save money in these times of austerity. Here are the five service management process tha...

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7 things you should know about Managed IT Services

With more and more companies looking at outsourcing solutions for all or part of their IT, it is important to highlight the main features of a Managed Service, especially as an alternative to full out...

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Chatbots vs Humans in IT support: What’s best for your End-Users?

“By 2020, the average person will have more conversations with bots than with their spouse.” - Gartner.

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First Time Fix - Do your metrics reveal the truth?

It's easy to understand why the FTF rate is the Service Desk metric that gets the most attention. When measured correctly, it is the figure that identifies when your end-users get a resolution at the ...

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What does your Password Reset process cost you?

The password reset request is probably one of the most common tickets your Service Desk receives and yet end-users probably don't give a second thought to the accumulated costs involved. It's not just...

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Windows 10: How to support users during ongoing updates

Is your business deploying Windows 10? Are you ready to support it on an ongoing basis? While the initial deployment will be handled much the same as any other OS upgrade, Windows 10 isn’t a set and f...

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Turn your service desk into vendor management heroes

How many vendors does your IT function work with? How much of the vendor management piece does your Service Desk handle and can being more hands-on improve performance?

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How prepared are you for a Major Incident?

In my last piece, I talked about Problem Management and how it is often confused with Major Incident management. In fact, while the two are linked, they are very different beasts. However strong your ...

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