Is your service desk costing you more than it’s worth?
I turn struggling service desks into ones that pay their way — in about a month, with the team you already have.
Does this sound familiar?
Are you a CFO, COO, owner or head of IT at a mid-sized or larger company who pays for IT support and can’t see what you get for the money?
- Do tickets bounce between teams before anyone fixes them?
- Do the same incidents keep coming back?
- Can you say what your service desk costs — and what it earns back?
- Are good people leaving the desk, or is it hard to hire for?
- Do users work around the service desk instead of using it?
Said yes to even one of these? Then you’re in the right place — and it’s usually more fixable than it feels.
Hello, I’m Robert Pinnington
For over 20 years I’ve helped organisations turn struggling service desks and project offices into ones that deliver. I’m a PRINCE2 Master and an ITIL 5 Master, and I train the full ITIL and PRINCE2 suites too — so I don’t just diagnose the problem, I leave your own people able to keep it fixed.
A tip to use today
Before you buy another tool, pull three months of tickets and count the five most common repeat causes. That list is your roadmap.
The Service Desk Assessment: about a month, three or four quick wins, one roadmap
- Fewer repeat tickets and faster fixes — with the team you already have.
- Three or four quick wins, ranked by impact, inside about a month — before you commit to anything bigger.
- A roadmap your own team can keep running after I’ve gone.
- A service desk people want to work on — and stay for, even if hiring is hard right now.
- An independent score of where your service desk stands, and a clear view of what it costs and earns back — in numbers you can show the board.
Thirty minutes, no obligation. You’ll leave with two or three things worth fixing first — whether or not we work together.
Running a PMO or a portfolio of projects?
Status reports green until they’re red, and nobody can say whether the benefits arrived? The PMO Assessment gives you an honest maturity baseline, quick wins and a roadmap.
Proof: a service desk built to hard targets
I built a major investment bank’s service desk from scratch under hard targets: phones answered within three rings, an engineer on site within 15 minutes, a fix within the hour. When a merger quadrupled the user base, from 2,000 to 8,000, the desk kept its promises — and a redesigned ticketing approach gave the bank accurate workload data, corrected IT-asset records and real savings on maintenance billing. When finance needed the numbers explained, I was the one they called.
Frequently asked questions
What does a service desk assessment involve?
Interviews with your desk, IT and business, a review of your ticket data, and a score for six practices — Service Desk, Incident, Problem, Change, Service Request and Continual Improvement. You get quick wins, a roadmap and a handover.
Do we need to be using ITIL?
No. The assessment works with any service management approach.
Do we need to buy a new tool?
Usually not. Most of what goes wrong is process and ownership, not software, and I don’t sell licences.
How long does it take, and what does it cost?
About a month. The price depends on size and scope, and we agree it after the free conversation.
We already have ITIL-certified staff. Why is it still broken?
Certification tells you people know the framework, not that the work flows that way. The assessment looks at what actually happens.
Who is it for?
Mid-sized and larger companies, often international, where IT support is a cost the business feels but can’t measure.
Need your team certified?
I’m an accredited PeopleCert trainer for ITIL 5 and the PRINCE2 suite.
Book a free consultation — or tell me your biggest headache
Thirty minutes, no obligation. You’ll leave with two or three things worth fixing first.