Plan Net Logo

T: +44 (0) 20 7353 4313 | E:

social media icons white twittersocial media icons white linkedin


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 time of asking for it. Therefore, it is closesly related to user satisfaction.

Working to improve your FTF rate helps you stay focused on the user experience while helping identify issues with processes and performance. However, in order for this to be a productive exercise, the measurement of your FTF rate must be reliable, accurate and consistent with user feedback.


The implementation of large-scale IT projects can be a challenge for any business that relies on IT to connect their service to their clients.

Addleshaw Goddard, a top 30 UK law firm, faced the challenge of upgrading their systems from Microsoft Office 2003 to 2013.

Given the 1,400+ staff within the company, the challenge was to minimise IT downtime and productivity-loss, particularly for their team of fee-earning lawyers.

The time-consuming scale of the project also meant that priorities for the company were often changing, and a flexible solution was therefore required to implement the project efficiently.

Osborne Clarke Plan Net IT support upload

 We're delighted to publish our newest case study.

Read how Plan-Net was able to improve customer service and productivity through a high performing out-of-hours IT support service for the leading UK multinational law firm, Osborne Clarke

Osborne Clarke selected Plan-Net to deliver a Managed Service Desk to its 1,350 staff. 

Plan-Net’s solution of providing Osborne Clarke with full out of hours IT support coverage will enable the multinational to continue growing globally.


Managing any large IT Service Desk to ensure there is both sufficient capacity and capability to meet user demand is always challenging.

There are regular staff career development opportunities and both planned and unplanned absences to cope with.

In addition, with every fresh intake of students, the IT Service Desk at leading London university, UCL, has to flexibly scale up in term time to cope with the significant increase in workload.

UCL required a proven and trusted partner that would be able to deploy experienced and cost effective, flexible IT resource quickly, in order to ensure a level of stability in the Service.

Read how by engaging with Plan-Net, UCL was able to significantly reduce the management overhead for those running the IT Service Desk.


We're delighted to publish our newest case study.

Find out how Plan-Net was able to increase first time fix rates from 57% to 84% and take the Service Desk resolution up to an unprecedented 90% for leading UK insurance and risk law specialist, BLM.

BLM selected Plan-Net to deliver a Managed Service Desk to its 1,600 staff across its 13 offices throughout the UK and Ireland. It was its first ever outsource contract.