This IT Support Management blog is the work of Noel Bruton, a UK based consultant and trainer. Having joined what was called the ‘Computer Industry’ in 1979, he began to provide independent, professional assistance to IT support groups in 1991. Noel is the author of bestselling books, hundreds of press articles and several training courses on IT support management. You can learn more about his services here.
Through his private partnership Bruton Consultancy, Noel advises organisations on the improvement of IT User Support. He delivers this as as consultancy, training, coaching, writing, and interim management.
Importance of IT Support
IT Support is vital. It’s not just about fixing computer problems or maintaining infrastructure. It’s because an impeded computer user’s lost productivity damages the corporate fiscal bottom line in any sector, private or public. Resolving support enquiries is not just a mere technical duty, it is a strategic business necessity. But it’s not just for the users – a more efficient support service is a better place to work for its staff. Improved IT support is both the cause and effect of higher support staff job satisfaction. Academic studies have shown this to have an impact on employee health.
Unlike some of the common IT ‘management frameworks’, we see IT Support not just as a ‘Servicedesk’ thing, but as an interlocking mechanism. It affects anywhere and everywhere in IT or among its customers or vendors where the resolution of an enquiry may be found. From the first line to development, from network technicians to shadow IT, from vendors to users – everybody has some role to play in corporate IT support.
All Noel Bruton’s services fit either within popular IT Services frameworks (such as ITIL or COBIT) or where these are not adopted. This is because we advise at the practical, detailed level where the frameworks cannot.
Noel Bruton was consulting in IT support management a decade before ITIL became a de facto approach. He is the man who wrote the original, best-selling IT support management books that the frameworks have since come to echo.
About the Bruton Consultancy Logo
The logo depicts a management philosophy Noel Bruton shares with the great management teachers of past and present. It describes three cogs enclosed by a rhombus. This ‘diamond’ shape is used in flowcharting, especially in IT development, where it depicts a decision from which options of action emerge.
We often use this logo in tandem with the tagline “the mechanism informs the decision and the decision steers the mechanism.” The logo symbolises the relationship, essential in management, between information and strategy – because as several management thinkers have paraphrased one another, what you can’t measure, you can’t manage. Decisions are a core management responsibility. Yet decisions taken without apposite information are closer to hunches and guesswork than they are to strategy.
Here and there on the site, we ask for your details. Sometimes we just want your email address. However, if you avail yourself of our downloads, we’ll ask for a little more, because we naturally want to know who is interested in our work. We collect this data so we can let those interested know when we add new services or articles to the site. Those updates typically happen a couple of times a month.
Regulations regarding the use of email addresses are quite rightly much stricter in their protection of individuals. However, email between businesses is seen as a fair part of trade and commerce. For that reason, we do not accept personal addresses such as gmail, hotmail, etc., and insist on corporate email addresses.
We despise spam. The information we collect is only for the use of the Bruton Consultancy partnership. We try to avoid storing such information on the cloud, and we promise to never knowingly pass your details to anyone else, ever, not even for money, unless UK law requires it. And if you ever want to no longer receive further emails from us, it’s easy. Just drop us an email to that effect at any time, phone us during UK office hours, or simply reply to the next announcement we send you.
All trademarks used are the property of their respective owners.
All site content copyright Bruton Consultancy 1997-2017.
Site version 6.6 Autumn 2017.