Highlight is constantly adding new capabilities to better facilitate communication between Service Providers and the customer organisations that use their connectivity services. As an independent source of truth, we get a lot of honest feedback and opinion from both sides about what customers want and what difficulties MSPs face delivering it.
And how to pick the right one as a service provider in 2021 Network monitoring is a staple of IT services. As a service provider, it’s critical to understand how you stack up against SLAs and maintain high standards for y…
11/08/2021
The relationship between you and your customer will be heavily influenced by your customer service strategy – and whether you actually have a thought-out strategy in this area, or just respond tactically to customer requi…
05/08/2021
You’ve likely heard about the ITIL service lifecycle and the service value system — what you might not be too familiar with is what exactly differs between both. Each framework is used as a means to the same end — to crea…
14/07/2021
For many years, ITIL has been the major IT Service Management (ITSM) framework — loved and hated in equal measure. Since then ITIL has undergone multiple overhauls, not least the fundamental overhaul of 2019 — moving from…
01/07/2021
ITSM has been a building block of IT service management best practices for years — it’s in the name (IT Service Management). But with new versions of ITIL (one of many best practice ITSM guidelines), not to mention COBIT,…
23/06/2021
On average, customer churn costs businesses around $1.6 trillion per year. This is terrible news across all industries, often exceeding the costs of customer acquisition in the first place. Worse, bringing new clients up …
28/04/2021
