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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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Chatbots vs Humans in IT support: What’s best for your End-Users?

“By 2020, the average person will have more conversations with bots than with their spouse.” - Gartner. Gartner’s prediction might seem somewhat dystopian to some (utopian to others). Regardless of ho...

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First Time Fix - Do your metrics reveal the truth?

It's easy to understand why the FTF rate is the Service Desk metric that gets the most attention. When measured correctly, it is the figure that identifies when your end-users get a resolution at the ...

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What does your Password Reset process cost you?

The password reset request is probably one of the most common tickets your Service Desk receives and yet end-users probably don't give a second thought to the accumulated costs involved. It's not just...

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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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