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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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Why the customer experience must be a top priority for IT teams

Acora News

Technology leaders and their teams are usually more tangentially associated with delivering great customer experience (CX). Contributing, yes, but not necessarily taking a central role in driving the customer experience. The assumption is that marketing teams, led by the chief marketing officer or marketing director, would take the CX...

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With cyber risks growing, how much should you be spending on cybersecurity?

Acora News

Cybersecurity worries, compliance concerns, and the impact thereof is still growing quickly, with COVID-19 introducing a range of new issues. Yet, in our 2020 CIO survey, senior tech leaders reported that an average of just 9% of IT budgets is dedicated to cybersecurity services. Do companies get sufficient cybersecurity...

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Are you a Superstar IT Support Desk Manager?

Acora News

Are you an IT Support Desk Manager? Or maybe you have one reporting to you? It’s not a job for the faint-hearted. The pressure to perform to SLAs, to keep a team motivated and deliver a quality service for the user does require a certain set of skills and...

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