So far in these blogs we’ve looked at IT value and Customer experience – these should be our drivers and not simply how good we are at responding to failure. It would be preferable if we can change our mind-set and avoid the whole ‘incident’ process and IT support...
Nine business value metrics that can help you on the journey to provide more meaningful and valuable metrics to your business. We are used to providing metrics but often do not produce metrics that are helpful to our business. Time and time again we produce internal...
How Vanilla Ice helped my approach produce better business value metrics for my customers… IT departments are notorious in providing information to their business that is either; not aligned to the business itself, is not understood, they do not care about it, is too...
Welcome to a new series of blogs that I am delighted to be delivering for Sunrise. The focus of these blogs will be around the value of IT Services, particularly in relation to the various ways in which these are sourced and managed. So this will apply to buyers,...
One of the most popular topics at the recent SITS15 event was marketing the Service Desk to the business. It’s a important consideration today for Service Desks that once had a captive customer base but now face competition from social media, peer-to-peer support,...
This week’s ‘Friday Introducing’ brings you Katy Platt, Financial Controller for Sunrise. Previously Katy has worked as a Chief Operating Officer for a software house and as Head of Finance at a luxury ski tour operator – benefiting from some enjoyable time spent in...
Improving customer transactional experience and process efficiency are the big IT priorities in 2015, with 94% of organisations expecting technology to play a significant role in business growth according to research from Richard Half UK. 50% of small businesses want...
Whereas once, the biggest penalty that Service Desks would pay for failure was disgruntled users unable to use their printer or connect to the network. Now risk management is a company-wide issue with severe penalties; here’s how Service Desks must respond. IT is now...
Finding the sweetspot between value for money and quality is the goal of every good Managed Service Provider (MSP), so here’s our guide to three tips which will improve customer satisfaction. Rethink your interactions MSPs trying to improve customer...
