“Anything that can go wrong, will go wrong”, states Murphy’s Law. The IT set-up of an organisation is a sensitive web of interconnected devices which is eternally on the brink of putting the law into test. Is it possible for setting up an IT infrastructure that is fool proof? The likelihood of problems that employees face with regard to the tools/products that they use cannot be eliminated. The second best solution in this case is to provide for an IT support system. It is a system designed for solving issues specific to an organisation and has been used by many organizations.