Acora News Huge Surge in Cyber Incident Baseline & Readiness Assessments Customer demand strong indicator of new urgency to take proactive action Acora have experienced a triple-digit year-on-year increase in demand for Cyber Incident Baseline and Readiness Assessments, across industries from Retail to Financial Services, Engineering to Professional Services. The YoY... Explore Post
Acora Archives Why Knowledge Management Systems Fail – and how to fix yours Getting your Knowledge Management System up to scratch might feel daunting, but once you have the process underway, your time investment will be repaid tenfold. Read my tips for Knowledge Management success to get back on track today. Knowledge Management... Explore Post
Acora Archives Making Data Work In IT terms, the concept of Big Data has been around for a very long time. But when it was first coined in the ancient past (around 2005) no one had any real idea of just how much raw data... Explore Post
Acora Archives End-User Support: How to Tackle the Bad Egg Do you have a bad egg in your service desk team? Negativity is contagious. Having one team member consistently under-perform can have disastrous effects on everyone’s performance. In recent COVID times with Service Desk teams working remotely and often in... Explore Post
Acora Archives 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 Desk but... Explore Post
Acora Archives The anatomy of a perfect incident management journey Interruptions will happen. Systems will freeze – and no software or hardware is 100% failsafe. These things are facts of life. But it’s not the individual technical incident itself that poses the biggest risk to your organisation: it’s what happens... Explore Post
Acora Archives The risks of prioritising operational IT spend over strategic IT spend In our 2020 Acora UK CIO we took a closer look at exactly how UK companies are spending their IT budgets. One of the topics that emerged is the difficulties in balancing between IT spend on day to day operations,... Explore Post
Acora Archives 3 Simple steps to improve Customer Satisfaction When managing an IT Support function, excellent customer satisfaction is your holy grail. But do you know how to track, measure and improve it on an ongoing basis? Tracking and improving IT Support Desk customer satisfaction is an ongoing process.... Explore Post
Acora Archives Top 5 Must-have Processes for ITSM Now more than ever, organisations are investing in IT Service Management to help them become more efficient and save money in these times of austerity. Here are the five service management process that every organisation should follow. In these times... Explore Post
Acora Archives Does your existing IT support provider deliver on these vital KPI’s? To assess how well your IT support provider is performing, transparency is essential. How effectively and efficiently are incidents being resolved? To what extent are user expectations being met? What areas are in need of improvement – and what form... Explore Post
Acora Archives 3 Reasons Why Service Desks Fail A high performing service desk can have a hugely positive impact across any organisation; from optimising investments in technology to the productivity of the overall workforce and the competitiveness of your business. However, nowadays service desks face many new challenges... Explore Post
Acora Archives 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 service for the... Explore Post
Acora Archives 9 Essential Components of an Optimal Ticketing System A ticketing system is essentially your central hub for managing IT user support requests. It enables your team to capture IT needs from across your organisation, to assess their nature, to prioritise them, and to enable effective resolution of issues.... Explore Post
Acora Archives 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 to... Explore Post
Acora Archives How to measure user happiness on your IT Service Desk Happiness. It’s such an abstract quality. Ask just about anyone whether they are happy about this, about that or about the other, and their response is likely to be shaded. They are not unhappy. They are quite happy. They’re mainly happy. Usually happy. Relatively happy. You won’t generally... Explore Post