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Customer support in the Cloud

Posted by Tim Wilkinson | 1 Aug 2013, 13:47 PM


Tim Wilkinson of Redcentric discusses the importance of good customer support for Cloud services. Outlining the detrimental effect poor customer service can have on business continuity, Tim also highlights what good customer support should look like, including the importance of robust SLAs and 24/7/365 hands and eyes support.

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Natwest outages – will the bank face fines for IT failures?

Posted by Tim Wilkinson | 18 Apr 2013, 18:12 PM


Tim Wilkinson, Divisional Director of Customer Services at Redcentric, relays the latest developments in the RBS downtime saga. With the announcement that the Financial Conduct Authority are to investigate the IT issues which led to the series of incidents last summer, Tim reflects on how an underinvestment in IT can affect business continuity, as well as brand image.

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RBS downtime

Posted by Tim Wilkinson | 21 Mar 2013, 15:47 PM


RBS suffered another major outage this month, seeing card transactions and cash withdrawals fail for a large number of customers following a mainframe outage. Tim Wilkinson, Divisional Director of Customer Services at Redcentric, discusses the lessons we can learn from RBS’s recent troubles, including the importance of an in-house customer service team and the dangers of outsourcing such support.

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5 tips for adopting ITIL

Posted by Tim Wilkinson | 24 Aug 2011, 09:16 AM


With the ITIL 2011 Editions recently published, I’ve been thinking about what ITIL brings to service management. As Divisional Director of Customer Services at Redcentric, it’s definitely one of the big guns in my armoury.

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