User experience is becoming central to IT serviced and support and investment decision-making. The critical difference between SLA and XLA is the approach to and regard for users. SLAs deal strictly in statistics: users are seen in terms of percentages,…
Read moreEnhancing the user experience. What it means, and why it matters. The pandemic and the shift to hybrid working have highlighted the importance of the user experience, and the clear link between IT and people’s productivity and wellbeing. But until…
Read moreWe’re delighted to present our second annual CIO report. Building on the success of last year’s inaugural survey, we’ve expanded its scope: more than just a summary of our findings, we’ve given a broader sense of the technical, commercial and…
Read more“We could do so much better”. From our experience, if this is how you perceive your IT Service Desk, then you are not alone. So, the purpose of this guide is simple: to help you unpack that dissatisfaction; to pinpoint…
Read moreAll too often opportunity costs are over looked as businesses focus on the bottom line – especially in what are seen as cost centre such as the Service Desk. In just 20 questions, diagnose your organisations’s Service Desk and assess…
Read moreUnsure as to whether IT managed services is right for your business? This guide will help with your decision making process. Covering everything from explaining what managed services are, to calculating RoI and outlining top tips for selecting the right…
Read moreIT has become the accelerant of modern businesses. Companies are investing more in their technology and so require wider reaching IT support. The Service Desk is becoming the backbone of organisations, as it not only serves to support growth, but…
Read moreIt’s an alarming fact that a large proportion of M&A activity fails to deliver the potential business value anticipated. In fact, most research indicates that only 50% of these deals actually result in an increase in overall shareholder value. The…
Read moreWith emerging tech like mobile, chat, cloud and more, service desks have never been under more pressure. Pete Canavan shares his top tips from his 20+ years of delivering end user IT support. How well you support your users impacts…
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