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.

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...

Read blog post >

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?

Read blog post >

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...

Read blog post >

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...

Read blog post >

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 ...

Read blog post >

Too Much Security May Affect Business Processes

Policies, training and awareness, technological tools, physical security barriers – the IT security market today offers all sorts of solutions to help you protect your business from potential reputati...

Read blog post >

The anatomy of a perfect incident management journey

Interruptions will happen. Systems will freeze – and no software or hardware is 100% failsafe. These things are facts of life. But it’s not the individual technical incident itself that poses the bigg...

Read blog post >

10 tips for managing the human side of IT

The success of an IT department does not solely depend on having the best hardware and latest software. In fact, these alone do not guarantee efficiency if the people working in IT Support are not man...

Read blog post >

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...

Read blog post >