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Which metrics should your IT Service Desk be measuring?

End-user Support

How do you know if your service desk is meeting your SLA? How do you identify training issues and threats to IT stability? Keeping track of key metrics is the key to a smooth and successful IT Support Desk but how do you know which numbers to focus on?...

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The anatomy of a perfect incident management journey

Acora News

Interruptions will happen. Systems will freeze – and no software or hardware is 100% failsafe. These things are facts of life. But it’s not the individual technical incident itself that poses the biggest risk to your organisation: it’s what happens next that really matters. Downtime costs UK businesses more...

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Global aviation supplier, MNH Sustainable Cabin Services, future proofs its ERP with Acora and Microsoft Dynamics 365 Business Central

Acora News

MNH Sustainable Cabin Services (MNH) provides leading airlines such as Qantas, Emirates and Virgin Atlantic with essential services from headset provision to laundry servicing. More recently, following Covid-19, this has expanded to include anti-bacteria swabbing and testing services for onboard products. For a number of years, Acora has been...

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The risks of prioritising operational IT spend over strategic IT spend

Acora News

In our 2020 Acora UK CIO we took a closer look at exactly how UK companies are spending their IT budgets. One of the topics that emerged is the difficulties in balancing between IT spend on day to day operations, vs IT spend which drives medium and long term...

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3 Simple steps to improve Customer Satisfaction

Acora News

When managing an IT Support function, excellent customer satisfaction is your holy grail. But do you know how to track, measure and improve it on an ongoing basis? Here are three simple steps to IT Support satisfaction Tracking and improving IT Support Desk customer satisfaction is an ongoing process....

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10 tips for managing the human side of IT

Acora News

The success of an IT department does not solely depend on having the best hardware and latest software. In fact, these alone do not guarantee efficiency if the people working in IT Support are not managed appropriately. It is not a simple task. Each Support engineer has their own...

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How can you plug temporary gaps in your IT service desk?

Acora News

Back when lockdowns began, furloughs, even complete shutdowns, were widespread. Since then, many businesses have started getting back to their offices again. But not without challenges. While businesses may be ready to operate under covid-precautionary measures, not all staff members are ready and able to get back to their...

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Top 5 Must have processes for IT service management

Acora News

Now more than ever, organisations are investing in IT Service Management to help them become more efficient and save money in these times of austerity. Here are the five service management process that every organisation should follow. In these times of uncertainty we are all now familiar with a...

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