Five signs your help desk needs problem management
Closing tickets fast feels productive. If the same tickets keep coming back, you are treating symptoms. Here is how to tell, and what to do about it.
Practical, opinionated articles from Vancouver Island IT Solutions on running IT, security, Microsoft 365 and automation.
Closing tickets fast feels productive. If the same tickets keep coming back, you are treating symptoms. Here is how to tell, and what to do about it.
ITIL has 34 practices. A growing company needs about seven. This is our opinionated shortlist, with what each one looks like in real life.
Read article →Most service level agreements are either wishful thinking or so vague they mean nothing. A good one takes an hour to write if you follow this structure.
Read article →Most account takeovers at small businesses would be stopped by settings that are already included in the licence. Here is the short list.
Read article →New-starter setup is the most repeatable job in IT and usually the most manual. Here is the workflow we build for clients, and the tools it runs on.
Read article →Cloud bills rarely jump. They drift. A 90-minute review each quarter catches the drift before it becomes a budget problem.
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