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.

Self Service IT support. 8 metrics to help you assess yours.

For both your organisation, and hard pressed IT and service management leaders, trying to deliver better End User support under ever tighter budgetary constraints, self-service promises high valuable ...

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Flexibility and transparency are a must for IT Service providers

It can sometimes be challenging for CIOs, IT Directors and other Senior IT Managers within the business to get the CFO or The Board’s buy-in for an IT project. Many find it even more difficult when th...

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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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Selling Managed Services to the CFO

It can sometimes be challenging for CIOs, IT Directors and other Senior IT Managers within the business to get the CFO or The Board’s buy-in for an IT project. Many find it even more difficult when th...

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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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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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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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