More than a number…

Throughout my career, I have spoken with many leaders who have not put much belief into the reliability of metrics to determine the quality of support being delivered by an IT Support team. Many will override what they are being told by their gut feeling, or the experiences of others Read more…

Don’t get lost

Everyday, solving issues, putting projects into place, delivering change. Things that you do – are often one time things for end users. It’s important to remember this when providing support, because what you might think is no big deal, is often a change, and humans are notoriously bad at handling Read more…