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 Helpdesk- The phone is not dead

With so many options for users to communicate with your helpdesk, it is easy to overlook one of the most effective tools in the service desk’s armoury. The telephone might not be the newest piece of t...

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Why your Problem Management process is failing (and how to avoid Major Incidents)

Problem Management is viewed by many organisations as a secondary function with the importance of its benefits often not being fully understood. In a majority of firms you will see responsibility for ...

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Why IT Knowledge Management Systems fail and how to fix yours

Getting your Knowledge Management System up to scratch might seem daunting, but once you have the process underway, your time investment will be repaid tenfold. Read my tips for Knowledge Management s...

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Which metrics should your IT Service Desk be measuring?

How do you know if your service desk is meeting your SLA? How do you identify training issues and threats to IT stability? Keeping track of key metrics is the key to a smooth and successful IT Support...

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How to implement successful joiners and leavers processes

Joiners and leavers processes are critical to information security, hardware asset management and relationship building between your Support Team and IT users. All too often, the responsibility for ma...

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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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