Getting to Know Global Best Practice
Best practice is constantly evolving and changing. Here at SDI we are fortunate enough to have a network of global partners and service desk professionals along with 30 years of experience within our fantastic ITSM industry. Our passion to share best practice as it continuously evolves is the driving force behind our active global community. Together we are consistently engaging with new technologies and strategic initiatives to inspire the ITSM industry. As Dave Wright, Chief Value & Innovation Officer SDI explains in his latest blog ‘Reconnect with Service‘
“IT is more than ever about relationships and mindfulness, rather than top down control and inflexible governance models. Instead of seeing the business as something we provide technology or IT service management ‘to’, IT professionals are beginning to realise that the business is a community that we are here to join and enhance“
As global technology advances and competition in the ITSM industry grows, so too do demands on the service desk. To stay ahead of competitors and ensure you’re operating in the most efficient and cost effective way, you’ll need to feel connected to your business and understand current industry best practice.
Benchmarking your current performance
The eighth Service Desk Benchmarking Report covers a wide range of concepts from technology and metrics through to training and salaries. It also examines best practice adoption and indicators for the increasing business alignment of the service desk. It explores the expected change to headcount levels, the difference in the proportion of service desks now following ITIL framework, the main indicator for success on the service desk and information on ROI for technology procurement. Download the report to discover how your service desk compares to industry averages and statistics and as a starting point for your own service improvement journey.