Tales From The
Ticket Queue
A personal platform from Liam McNaughton, sharing 25 years of MSP and business experience, distilled into ideas, lessons, training and real stories from the IT front line.
Articles & write-ups
View all articles →
FEATURED
The Ticket That Taught Me To Listen
The ticket said "printer not working". Two words. We have all seen a thousand of them. I did the obvious things first. Checked the queue, cleared a stuck job...
Twenty Years Of Dental IT In Five Shifts
Dental practices have not changed much in twenty years. The patients, the chairs, the front desk, the rhythm of the day. The technology underneath has changed...
Monitor What Matters, Not What Is Easy
Most monitoring fails not because it misses things but because it shouts about everything. An alert that fires fifty times a day trains you to ignore it. The...
The Recurring Revenue Trap
Recurring revenue is the dream every MSP chases, and rightly so. Predictable income lets you plan, hire and sleep. But there is a trap hidden inside it, and I...
What you'll find in the queue
Six recurring threads: practical, honest and built to help you work smarter.
100 Business Ideas
Practical ideas for MSP growth, efficiency and profitability.
History of Dental IT
The journey, the wins, the mistakes and what we have learned.
Tales From The Queue
Real tickets. Real stories. Real lessons from the front line.
Training and How-To
Guides, walkthroughs and best practices you can apply today.
Thought Leadership
Industry insights, AI, MSP operations and future thinking.
Tenacity IT
Culture, systems, branding, operations and future vision.
25 years of MSP life,
unfiltered
I'm Liam, 25 years in IT and managed services. This is where I share the good, the bad and the really bad, so others can learn, laugh and build better.
Expect straight-talking, a bit of northern bluntness, and the odd swear or two. It's UK-centric, but wherever you're reading from, you're welcome here. No salesy pitches, no influencer stuff, no partner or vendor sales or influence, just real experience, written the way I'd explain it to a mate over a pint.
Fair warning: mild language ahead, and every view here is my own, not necessarily that of my companies or their employees, partners or associates.
"Still learning. Still sharing. Still in the queue."
Know what you're getting
WHAT THIS IS
WHAT THIS ISN'T
Get the next tale
in your inbox
New ideas, lessons and stories from the queue. No fluff, no spam, unsubscribe any time.