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.

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How to tackle the bad egg - IT Support management tips

Do you have a bad egg? Negativity is contagious and having one member of staff consistently underperform can have disastrous effects on team performance. Creating the right environment, processes and ...

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5 ways IT Support will change in 2020

As we approach summer, it is a good time to take stock of the current state of play in IT Support Services, how it is evolving and which of the current trends set to continue. In a world increasingly ...

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Why do shared services fail?

There are a plethora of reasons why Shared Service models fail. However, understanding the key reasoning should help an organisation navigate what is often thought of as a painful and costly process. ...

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The End of Offshore Service Desks?

The practice of off-shoring IT services is appealing from a direct cost point of view and works well for areas of IT spend where clear deliverables can be extracted. Examples of the benefits of this c...

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BLM signs first ever outsource contract – a 5-year IT Support Service Contract with Plan-Net plc

 The UK and Ireland’s leading risk and insurance law business, BLM (formed from the recent merger of Berrymans Lace Mawer and HBM Sayers) has agreed a five year IT Managed Support contract with Servic...

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9 Ways to Increase First Time Fix - IT Support Best Practice

First Time Fix (FTF) as is a great service management metric, as it's the one that indicates the most gain in customer satisfaction if improved upon by the Service Desk.

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IT Healthcheck for the Global Alliance for Improved Nutrition

The Global Alliance for Improved Nutrition (GAIN) is an international organization that was launched at the UN in 2002 to tackle the human suffering caused by malnutrition. 

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Increasing First Time Fix – A Service Improvement Priority

First Time Fix (FTF) is a great service management metric, as it's the one that indicates the most gain in customer satisfaction if improved upon by a Service Desk.

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The Rise of Office 365 in Enterprise

For Microsoft, the 'cloud' is nothing new. Whilst Office 365 was officially launched to the market in October 2010, the tech giant has been releasing cloud products as far back as 2002, when it introd...

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