It’s About Priorities, Not Service Levels

For the past twenty-odd years, I have been a consultant specialising in IT user support and its management. Organisations call me in to help them quickly improve support delivery, and staff productivity and job satisfaction. Over the years, I’ve had Read More …

How to Know Your Users from Your Customers

This article is about how to know your IT support users from your customers. It’s about thinking clearly, so as not to confuse marketing-speak with service design realities. “Oh, we don’t call them ‘users’ anymore,” the Service Desk supervisor said Read More …

For healthy IT support, go beyond the service desk

Let’s not underestimate IT user support. It is far and away the most important function of IT. Occasionally, some business department heads will need a software development project or to commission an infrastructure improvement, so calling upon IT’s project managers, Read More …

Tech Staff Motivation – Forget What You Think You Know

Good grief, there is some real naïve nonsense talked about motivating staff, there really is. I’ve recently read yet another happy-clappy article making some spectacularly preposterous claims about staff motivation. It upset me, as so much of this trite, theoretical, Read More …

Facilitation/Training: The Incident Management Shortcut

The ‘Incident Management Shortcut’ is an onsite engagement, normally run over two or three days, with one purpose – to shortcut your way to a cross-department, working consensus on the incident management process.

Training: Key Measurements for IT Support Management Decisions

Going way beyond mere ‘service levels’ in this one-day, expert workshop in understanding and using key measurements for IT Support operational management decisions.