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.

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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Is your IT Support Desk General Data Protection Regulation (GDPR) ready?

 By now, your organisation will already be in full swing with database cleaning, updating data handling policies and have a data officer leading the charge. But have you missed anything? IT Support De...

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How to improve your Software Asset Management process?

 The goal of Software Asset Management (SAM) is to drive cost-efficiency without having a negative impact on business operations and IT service levels. Good Software Asset Management (SAM) enables a b...

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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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