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.

IT Outsourcing vs In-house IT – What are the pros and cons?

The pros and cons of IT outsourcing have been debated for many years without a proper consensus ever being reached. However the rise of Cloud computing has changed the discussion somewhat – even non-t...

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How to keep your users happy through a supplier transition

When moving from an in-house provisioned ICT service to an outsource model, organisations may overlook the impact of the supplier transition on service level performance.

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Measuring how happy users are with your IT Service Desk

Happiness. It’s such an abstract quality. Ask just about anyone whether they are happy about this, about that or about the other, and their response is likely to be shaded. They are not unhappy. They ...

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Service Desk Performance – What the numbers say versus what the business really thinks

When an organisation decides to outsource its Service Desk function, the decision is usually driven by the desire for improved efficiency, greater expertise and raised levels of service. After all, wh...

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Why ticket quality is the cornerstone of Service Desk Performance – and how to ensure it

For efficient Service Desk management, never underestimate the importance of an accurate and comprehensive “ticket”. This contains a record of all the things that occur when looking to resolve a parti...

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Staffing up your Service Desk - How many do you need?

There is no magic formula or single, industry-wide benchmark for determining appropriate IT Service Desk staffing levels. But that’s not to say that your needs should be assessed based on rough-and-re...

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Debunking the AI Service Desk myth: Just how much can we automate?

Is the concept of the fully automated, AI-driven IT Service Desk a realistic one? And even if it is technically possible, does this make it something that businesses should necessarily aspire to?

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Does your existing IT support provider deliver on these vital KPI's?

To assess how well your IT support provider is performing, transparency is essential. How effectively and efficiently are incidents being resolved? To what extent are user expectations being met? What...

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9 essential components of an optimal ticketing system

A ticketing system is essentially your central hub for managing IT user support requests. It enables your team to capture IT needs from across your organisation, to assess their nature, to prioritise ...

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