Skip to content

Category: Tech support

View message headers

For most users, the message headers of any given email are irrelevant; the email has arrived, and that is all there is to say about that. It does, however, have applications both in IT support and in information security. While those applications are outside the scope of this article, accessing the message header is not.

Leave a Comment

iMovie: Change project resolution

I’ve been using Adobe Premiere pro for a while now, but am finding that I can’t really defend the cost of Adobe Creative Cloud. While having multicamera support has been very nice, the product quite simply is cost prohibitive for me, especially as it really only offers a single feature I need; the ability to sync clips based on their audio. For my needs, iMovie will suffice.

Leave a Comment

Understanding our metrics

Last week, I defined the three KPIs I believe are what you need to understand how well your support department is operating. Defining them, however, is just part of the job; if you don’t understand what they are telling you, you might as well not bother measuring at all. Let’s look at each in turn:

Leave a Comment

Thoughts on SPOC and responsibility

An important principle of ITIL is that all requests should go through a single point of contact (abbreviated to SPOC). What this means, is that a single channel should be defined for the reception, classification, and distribution of a request or incident. Crucially, it does not mean that all contact with the customer should be done by tier one.

Leave a Comment