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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,…
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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….
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10 tips for managing the human side of IT
The success of an IT department does not solely depend on having the best hardware and latest software. In fact, these alone do not guarantee efficiency if the people working in IT Support are not managed appropriately. It is not…
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How can you plug temporary gaps in your IT service desk?
Back when lockdowns began, furloughs, even complete shutdowns, were widespread. Since then, many businesses have started getting back to their offices again. But not without challenges. While businesses may be ready to operate under Covid-precautionary measures, not all staff members…
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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…
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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…
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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…
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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 service for the…
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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….
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