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Whether it's simply an exercise in ensuring you have a 'best in industry' operation or you know there are service issues that need to be addressed, it's always useful to consider the strategic options open to you when managing your IT support function.

As a Managed Service Desk provider with a 27-year track record, we draw on some of the insights from our clients both past and present and the factors they took into consideration when making the decision; to outsource or not to outsource their IT Service Desk.


We're delighted to publish our latest case study.

International investment manager 3i selected Plan-Net to deliver Managed IT Support to all of its staff across the world and the service went live in November 2015.

Since then Plan-Net has been providing a 24/7 International Service Desk to support 3i’s employees based across 9 countries as well as 2nd line support to staff based in the UK.

 keep calm and fix it first time 5

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 a Service Desk.

Read our 9 Tips to increasing First Time Fix.

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International law firm Pinsent Masons has engaged Plan-Net to provide its c. 2,500 staff with full out-of-hours IT support coverage. Following a comprehensive implementation and alignment programme, the service went live in April 2016 and operates week nights, weekends and Bank holidays. Plan-Net delivers support via Plan-Net 24, the UK’s only legal specialist 24/7 Shared Service Desk.

osborne clarkeInternational legal practice Osborne Clarke has engaged IT Service Provider Plan-Net to provide its 1,350 staff, including more than 700 lawyers, with full out of hours IT support coverage. The service will operate week nights, weekends and Bank holidays and will be delivered via Plan-Net 24, the UK’s only legal specialist 24/7 Shared Service Desk.