SITS19 – They came, they saw, they conquered… and shared best practice!  

Posted on Friday 31 May 2019.

We saw lots of new and familiar faces at the SITS Show this year! It was brilliant as ever to meet you all at SITS19 and have our visitors contribute to the ‘Top Tips for a Brilliant Service Desk’ blackboard! So many brilliant and innovative ideas were jotted down that we’ve decided to share them



Global Best Practice and the Customer Experience

Posted on Thursday 30 May 2019.

The latest Global Best Practice Standard for Service Desk (version 8) was launched in March this year. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the key topics that came up was Managing the Customer Experience, which is



The Case for ITIL®4 Foundation & Service Desk Analyst Training

Posted on Thursday 30 May 2019.

The Role of the Service Desk In The Value Chain According to ITIL4, the image above represents a heatmap of the contribution of the service desk to value chain activities. It shows the steps an organisation undertakes in the creation of value, with each activity transforming inputs into outputs. You will notice that the ‘Engage’



Service Desk Institute signs exclusive agreement with PeopleCert to deliver Service Desk exams globally

Posted on Thursday 9 May 2019.

Service Desk Institute (SDI), the worldwide organisation for setting best practice service desk standards in the IT service and support industry, recently selected PeopleCert, a global leader in the examination and certification industry, as the exclusive group to deliver SDI’s Service Desk Manager (SDM) and Service Desk Analyst (SDA) qualifications from June 1, 2019. Certifying



Self Service Adoption in 10 Steps

Posted on Thursday 9 May 2019.

Keeping up with growing customer demand requires maximum efficiency through multiple communication channels. Self-service as a communication channel is rapidly becoming an industry must-have, as it provides customers with the facilities to manage their own service desk interactions and to find answers to common issues. The purpose of a self-service portal is to reduce the cost



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