There’s a reason why our NPS scores keep getting better and better. It’s because for the last 10 years we’ve been developing our very own IT monitoring platform called Observability, and we’ve been rolling it out to all of our clients throughout 2025. So what does it do?
Well, put simply, it’s designed to help you measure the current state of your IT system. It adds an “Observability” layer to a network monitoring stack, and it’s our answer to all manner of issues with existing monitoring software. Getting technical for a moment, ‘observability’ is a recognised term for the IT systems monitoring process that logs IT events, measures health and performance metrics and traces how services connect to each other in response to requests.
Our platform has literally hundreds of benefits for your IT team, but let’s focus in on three of the top ones.
1. Eliminating ticket fatigue for human-led teams
Your IT team is probably drowning in tickets, which can soon lead to ticket fatigue and slower response times. Observability intelligently merges millions of tickets or alerts into one actionable incident, drastically speeding up resolution times. That means less noise for your teams, so they can focus on the work that matters.
2. True end-to-end observability
Observability gives you complete visibility from the end user through to applications and all infrastructure in between, presenting you with an at-a-glance view that you can quickly dive deeper into if you need to. You’ll have the ability to customise your dashboards to each team, showing them what they need to see and when so that they can resolve issues faster.
Not only that, but with built-in IT and OT observability, this software can monitor much more than just your traditional IT systems. We’re talking CCTV, lighting, power, HVAC, robotics, manufacturing equipment and lots more.
3. Predictive intelligence
With predictive intelligence built in, this clever platform can spot and resolve issues before they impact you or your end users. With the options of both human-led and automation-led control, it’s capable of detecting assets under stress and can either recommend or go ahead and perform remediation before an incident happens. The result? Higher NPS, a more reliable service, and a better experience for end users and clients alike.
Built by IT Service Desk Teams for IT Service Desk Teams
We couldn’t find anything that did all this, so we built it ourselves! Observability is built by IT service desk teams for IT service desk teams, and we’ll be launching it as a standalone product for anyone to buy for their organisation as of 2026. You can also take advantage of it as part of our managed IT support service. Find out more at observability
Let’s solve what’s slowing you down.
Whether you’re rethinking support, scaling your infrastructure, or strengthening security, we’re here to help you move forward with confidence.
