'The internet is slow'... How to keep users happy, get more work done

Get the basics right

IT services are rubbish. It's a fact of life - or at least it is in the eyes of the average user. Of course the nature of IT is that you get far more negative feedback than you do positive: you seldom get people calling the IT service desk to say: "Hey, my webmail is superb today". But people wouldn't be phoning if everything was working as the users want it to."