Eight situations, one platform.
The same product is set up differently for a clinic group, a council, a school, a firm of sixty people and an IT provider with twelve clients. Pick the one that sounds like your week — each panel is written as the answer to one specific objection, including what we would need from you to start.
The whole list.
Every one of these opens a page with the situation, what it costs today, the walkthrough, the proof points and the starting checklist.
Government & councils
Open 02 · Multi-client ITMSPs & IT providers
Open 03 · Multi-site careHealth & clinics
Open 04 · Residential & home careAged care
Open 05 · K-12 & tertiaryEducation
Open 06 · 20–300 staffProfessional services
Open 07 · Funded programsNot-for-profits
Open 08 · Multi-site tradingRetail & hospitality
OpenRead it here, or open the full page.
Use the arrow keys or click a situation. Everything shown is the same content as the dedicated page, in one place, for when you are skimming rather than reading.
Managed service providers
An IT provider supports a dozen organisations, each of which wants to feel like your only client. Running one system per client multiplies cost and admin; running one shared system without isolation is a breach waiting to happen.
What it costs you today
- One instance per client means one upgrade, one backup and one bill per client.
- A single shared board that every technician can see is a confidentiality problem.
- Month-end reporting is hand-assembled from several systems.
- Onboarding a new client takes days of setup before the first ticket.
What the desk does about it
- One platform, one wall per client — Clients are tenants on a single platform. Your technicians see what their role allows and nothing else — including when they work two clients in one day.
- The same service, documented — A service catalogue and knowledge base per client, with the articles and runbooks a new technician needs on day one.
- A new client in an afternoon — Clone the structure, import the users and assets, and the client has a desk with their own name, their own portal and their own reporting.
- Prove the wall on request — Sit a prospect down, sign in as one client, try to reach another client's data, and let the platform answer the isolation question for you.
“Two clients, one new starter”
A 12-client provider onboarding a new customer
- Create the tenant, set its hours, categories and SLAs from your standard template.
- Import 15 users and 30 assets from their spreadsheet.
- Give the client's own IT contact an administrator role scoped to that tenant only.
- Raise a test request through their portal and watch it triage, assign and resolve.
- Sign in as a neighbouring client and confirm the new client's records are not reachable.
What we would need from you
- Your standard service catalogue, categories and SLA matrix — we templatise it once.
- A list of your clients and who at each one administers their own desk.
- One live client to migrate first, so the pattern is proven before the rest follow.
- Your branding assets if each client wants their own portal look.
What we can stand behind
- Unlimited end users — you are not billed per head for your clients' staff.
- One technician account can hold roles in more than one tenant without those tenants seeing each other.
- Per-client reporting from the same data model, so month-end is an export and not a rebuild.
- No lock-in: your clients' records export in full, in an open format, whenever they ask.
Where to go next
Run every client from one platform. One place to work, a hard wall between clients, and one report per client at month end.
Health & clinics
A multi-site practice runs on appointments, and every minute of downtime is a waiting room. IT is usually one or two people who also handle everything else, and nothing in the day leaves room for a slow fix.
What it costs you today
- Urgent incidents queue behind low-priority requests because everything looks the same.
- Nobody can see which team is holding up a job, so the chase is manual.
- When the practice manager asks what IT actually did last month, the answer is a shrug.
- The person who knew how the practice network is wired has left.
What the desk does about it
- Urgency decided once, applied everywhere — Clinical-impacting incidents carry their own priority and deadlines, per team, so a printer at reception outranks a software request every time.
- Per-team deadlines, not one shared clock — The desk tracks each hand-off separately, so you can see whether the delay sits with first line, the vendor or the site visit.
- Fixes that stay fixed — Resolutions are turned into knowledge articles, so the third printer call becomes a two-minute job for whoever is on.
- A month in one page — The practice manager gets a plain-language summary: what broke, how fast it was fixed, what it cost in downtime.
“The clinic printer is down at 8am”
Priya N., practice manager — sample record
- Priya reports the fault from her phone, in a portal that already knows her site.
- ELLA reads it, sets Priority High and the Clinical/Printing category, and checks the knowledge base for the same fault at that site.
- The ticket is assigned to the on-duty engineer with the asset's warranty attached, and the per-team deadline starts.
- A work note is drafted from the last identical fault, so the fix begins immediately.
- Resolution is confirmed, the deadline is met, and the fix is written into Knowledge.
What we would need from you
- Your sites, their hours, and which systems are clinically critical.
- Your service catalogue — even a rough list gets us most of the way.
- The escalation path for each site, including any vendors involved.
- Two short sessions with the practice manager and whoever runs IT today.
What we can stand behind
- Per-team deadlines and overdue tracking, not one deadline for the whole request.
- Assets carry warranty, location and history, so the engineer knows what they are walking into before they drive to the site.
- Requests can be raised from the portal, from email, or by talking to the assistant.
- Sample records are clearly marked wherever they appear on this site.
Where to go next
When the printer is down at 8am and the first patient is at 8:10, the desk has to know which problem is actually urgent.
Aged care & community care
Care teams work across facilities and in people's homes, on shared devices and on their own phones. IT is judged on whether the systems carers depend on are up, and on whether records requests can be answered accurately.
What it costs you today
- Shared-device and new-starter setup is manual, and the same three sets of permissions are typed out again every month.
- Staff turnover means the knowledge of how a system actually works walks out of the door.
- Devices are loaned, returned, repaired and replaced with no single register that is trusted.
- A compliance question about a change becomes a search through someone's inbox.
What the desk does about it
- Staff move without a rebuild — A carer moving from one facility to another keeps their identity and their history; only their access changes.
- Devices are tracked from purchase to retirement — Warranty, allocation, loans and reservations in one register, with loan equipment recorded against the person who has it.
- Knowledge that teaches the next person — Articles with versions and comments, so a change to a procedure is visible and reviewable rather than whispered in a handover.
- Evidence, ready when it is asked for — Who changed what and when is a report, not a reconstruction.
“Knowledge that outlives the technician”
A facilities team whose only IT staff member is retiring
- Sit down for a day and write down the twenty things that actually break, with the fix.
- Turn each into a knowledge article, linked to the asset and category that triggers it.
- Attach the articles to the requests that raise them, so they appear while the work is done.
- Turn on version history, so the next change to a procedure is visible and reversible.
- Hand a request to a new starter and watch them resolve it from the article alone.
What we would need from you
- A list of the devices and who holds them (a spreadsheet is fine).
- The systems carers depend on, in priority order.
- Your policies on data handling and records retention, so access matches them.
- One day with whoever holds the knowledge, before they leave.
What we can stand behind
- Knowledge base with article versions, comments and a review date per article.
- Asset register covering warranty, allocation, loan equipment and reservations.
- Employee transfer and role change handled as a process rather than an ad-hoc edit.
- Everything exportable, so your records are never trapped in a vendor's system.
Where to go next
Residential, home-care and support staff need IT that works quietly in the background and evidence that it stayed working.
Schools & universities
Education runs on cycles: enrolment, intake, semester, exam period, holidays. IT support has to scale for two weeks a year and justify its budget for the other fifty.
What it costs you today
- Onboarding hundreds of students lands in one week, and it is done by hand.
- A device fleet ages out without a plan, so failures arrive all at once.
- Teaching staff will not use a portal that is harder than sending an email.
- Nobody can say what the department actually spends per year per device.
What the desk does about it
- Intake as a process — New students and staff arrive in a batch, are placed into the right group, and get their access and their device allocation in one pass.
- A fleet you can plan for — Warranty dates and asset age are visible, so replacement decisions are made from a register rather than from a failure.
- A desk teachers will actually use — Raise it in a few clicks or by replying to an email, with the assistant answering the predictable questions before a technician is involved.
- Numbers for the budget conversation — Requests, assets, licences and time-to-resolve per faculty, exported on demand.
“Devices have a life”
A university department with 40 laptops of mixed age
- Import the fleet with purchase date, warranty and current holder.
- Assign each device to a department and a person, so orphans become visible.
- Run the age and warranty report, and rank what fails next.
- Set up reservations for loan equipment during repairs.
- Give the department head a one-page view of cost and risk.
What we would need from you
- The device register (however messy) and the enrolment list format.
- Your faculty or department structure — it becomes the tenant structure.
- The systems that must be up during exams, in priority order.
- A representative from teaching staff to sanity-check the portal.
What we can stand behind
- Asset lifecycle from procurement to retirement, including reservations and loans.
- Batch import of users and assets, so intake is not a week of typing.
- A portal and an email address that both feed the same queue.
- Licence tracking, so software renewals are a report rather than a guess.
Where to go next
Intake week, device fleets, and a timetable that does not pause because a projector failed.
Professional services & SMB
In a firm of 20 to 300 people, IT is usually someone's second or third responsibility. Requests arrive by email, in the kitchen and by phone, and nothing is written down until something goes wrong.
What it costs you today
- The same question is answered for the fifth time because nothing is written down.
- New starters wait days for access while someone finds time to set them up.
- Nobody knows how many laptops, licences or subscriptions the firm is paying for.
- When the person who does IT is away, the work simply waits.
What the desk does about it
- One queue, every channel — Email, a short form, or a message to the assistant — it all lands in one place with a status, an owner and a due time.
- Answers before a ticket is needed — The assistant answers the repeat questions from your own knowledge base, so the password resets stop consuming the day.
- A joiner and leaver process that runs — New starter and departing staff follow a checklist: access granted and revoked, assets allocated and returned, licences released.
- A register you can actually trust — Every device, licence and subscription in one place, with who has it and when it expires.
“Nobody knows when Sam started”
An office manager at a 60-person professional firm
- Build one onboarding request that fans out into the tasks: accounts, device, software, building access, introduction.
- Attach the standard knowledge articles so each task is done the same way every time.
- Track the licence freed when a laptop is returned, and reallocate it.
- Send the new starter a portal link on their first morning.
- Watch the checklist close itself.
What we would need from you
- A list of who does what when something breaks today.
- Your software subscriptions and how many seats each one has.
- The joiner/leaver steps as you do them now.
- Thirty minutes with the person who currently holds the queue.
What we can stand behind
- Unlimited end users and no per-ticket charges, so asking for help is never a cost decision.
- The desk works without a technician on staff — we can run it for you.
- Priced per organisation by seat, site and service level, quoted in writing before you commit.
- No lock-in contract, and your data exports in full whenever you want it.
Where to go next
You do not have an IT department. You have a capable person who is also doing their own job.
Not-for-profits & community programs
Community organisations run several funded programs side by side, often with volunteers and part-time staff, and report to funders on a fixed cycle.
What it costs you today
- Reporting to a funder means assembling evidence from several disconnected places.
- Volunteers need access that is granted quickly and removed the day they finish.
- Hardware is donated, shared and passed around with no register.
- Every dollar of overhead has to be defensible.
What the desk does about it
- Programs separated, overhead shared — Each program can have its own reporting and its own records while sharing the same platform — no duplicate systems per grant.
- Access that expires — Volunteer and short-term access is time-bound and reviewed, not left switched on.
- Donated hardware, properly recorded — Assets are registered with the program they serve, so you can account for them at any point in their life.
- Evidence on request — A funder's question about a period is answered from a report, not a search.
“Which program paid for that laptop?”
A community services coordinator, three funded programs
- Import the asset list and assign each item to a program.
- Give each program coordinator a scoped view of their own records.
- Run the asset-by-program report for the reporting period.
- Attach the report to the acquittal and keep the underlying records for the audit trail.
- Set a review date so the next report is not a scramble.
What we would need from you
- Your program list and who coordinates each one.
- The reporting dates and the format the funder expects.
- The asset register as it exists — even if it is a shoebox and a spreadsheet.
- Your volunteer onboarding and offboarding steps.
What we can stand behind
- Multiple programs or cost centres inside one platform, each reporting separately.
- Role-based access that can be scoped to a program and time-limited.
- Asset and licence register that stands up to a funder's question.
- Full data export, so nothing is lost if funding or the relationship changes.
Where to go next
Grant-funded programs need to show the money went where it was meant to — including the IT.
Retail & hospitality groups
Trading sites depend on a small set of systems — network, point of sale, printing, ordering — and a failure at a busy site is measured in lost sales, not in tickets.
What it costs you today
- A site outage and a software question carry the same weight in a shared inbox.
- Support depends on someone being able to describe what is wrong over the phone.
- Nobody correlates repeat faults with a particular site, model or supplier.
- Rolling out a change to twenty sites is a manual checklist and a lot of hope.
What the desk does about it
- Trading impact sets the priority — Site-down incidents carry their own deadlines and page the right people, whatever else is in the queue.
- Repeat faults become visible — Tickets are linked to the site, the asset and the supplier, so a pattern shows up as a report before it shows up as a third outage.
- Rollouts you can follow — A change across sites is tracked as a piece of work with per-site status, not as a trail of email.
- One desk across the group — Franchise, company-owned and support-office sites are separate tenants on one platform, sharing the template and nothing else.
“Three sites, same printer fault, one supplier”
A 20-site hospitality group, mixed franchise
- Register each site as a location with its own asset list and vendor contacts.
- Raise the same fault through the portal as it appears at each site.
- Group the tickets, and the pattern is visible: one model of printer, one firmware.
- Draft the vendor escalation with three site records attached, from the platform.
- Set a knowledge article so the next occurrence is recognised and fixed on the spot.
What we would need from you
- The site list, with hours and who is on site.
- The systems that stop trading when they fail.
- Your vendor and support contracts, and their response times.
- One live site to pilot, chosen for a real problem rather than an easy one.
What we can stand behind
- Per-site reporting and per-site assets, with group-level roll-up for head office.
- Incident priority set by trading impact, with per-team deadlines.
- Vendor and supplier details attached to the asset, not to someone's contact list.
- Portal and email both feed one queue, whichever the site manager prefers.
Where to go next
A site cannot trade without connectivity, payments and printers. The desk has to know which site is losing money right now.
From first call to a working desk.
No discovery phase that produces a document nobody reads. The staged version below is how it runs, and each stage has a defined end so you always know what you have paid for.
Twenty minutes, your tickets
You bring three real requests or an export of last month. We work them in your categories and run the isolation test. At the end you know whether this is worth a second conversation.
Written scope, not a brochure
What is being configured, what is being migrated, what is included, what is excluded, who owns each side, and a date range. Priced per organisation, in writing, before anything starts.
Configuration and migration
Sites, teams, categories, service catalogue, deadlines and dashboards. Users, assets and open tickets come across from CSV or an export of your current desk. Your structure, not a template.
Population and rehearsal
Real requests, run end to end, with your people watching. This is where the knowledge base gets its first twenty articles — the twenty things that actually break.
Live, then measured
The desk goes live with both paths available: your team works it, or we do. At the end of month one we report on what the routine share actually was, which replaces every estimate with a number from your own records.
If the desk is somewhere inside your organisation.
The eight above are the ones we plan for in advance. These are the conversations that come up next, and there is no new product required for any of them.
In-house IT teams
Keep your engineers. We give them the desk, the asset register and the reporting they are currently maintaining by hand — plus the assistant for the requests that never needed a person.
Facilities and maintenance
The same mechanics as an IT desk: work orders, assets, deadlines per team, and a history attached to the thing that broke rather than to the ticket.
Group head offices
Several operating businesses under one parent. Each trading entity keeps its own records and its own reporting; head office sees the roll-up it is entitled to and nothing more.
Franchise networks
Franchisee, company-owned and support-office sites separated properly, sharing the template and the service catalogue rather than the data.
Programs and funded projects
Grant-funded work that has to report to a funder on evidence rather than on a summary written from memory.
Vocational and training providers
Intake cycles, loan equipment, room systems and the student-facing service catalogue, without a per-student licence surprise.