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.

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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5 Easy Steps to tackle a mountain of aged tickets

Are you buried under a mound of aged tickets? The daily demand to keep your technology running smoothly can mean you miss the wood for the trees. As a manager of a high volume Service Desk, it is easy...

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How to meet the support challenges of emerging technologies

With greater demand for mobility and cloud based apps, new technology continues to create complexity in the workplace. We really are at a time of great innovation and change. This is both exciting and...

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How to better support a smaller IT user base

Everyone talks about the challenges of handling a large number of users. But what about the IT Support desk that handles a small user base? Typically, a smaller user base means you work in a smaller b...

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Improving Customer Satisfaction

When managing an IT Support function, excellent customer satisfaction in your holy grail. But do you know how to track, measure and improve it on an ongoing basis? Three simple steps to IT Support sat...

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Creating an IT Support SLA that actually works

Do you have a Service Level Agreement in place but struggle to see the value? Perhaps you or your organisation have concerns about having an SLA at all? Whether you are outsourced or in-house, having ...

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Are you a Superstar IT Support Desk Manager?

Are you an IT Support Desk Manager? Or maybe you have one reporting to you? It’s not a job for the faint-hearted. The pressure to perform to SLAs, to keep a team motivated and deliver a quality servic...

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