Helpdesk services from First Line are based on ITIL processes and are underpinned by investment in market leading Service Management and System Administration tools.

ITIL best practice framework

ITIL (the 'IT Infrastructure Library', check out the Wikipedia page on ITIL) is the international best-practice framework for IT support businesses. Our Head of Client Services, Ned Wells, is an accredited practitioner and is using this knowledge to help us design our services and the procedures that underpin them. Read about the benefits of ITIL.

Web based service management

‘Footprints’ is a web based service management application that helps us to manage your issues more professionally, and to measure and report on our performance. Read about the benefits of Footprints.