It’s Time to Shift Your Service Desk to the Left

Posted on Tuesday 25 February 2020.

By Stuart Perkins, a GBS Service Management Architect at Smith and Nephew At this year’s annual SDI conference – SDI20 – I’ll be presenting on Smith and Nephew’s Global Business Services function, focusing on our “Shift-Left” strategy. Executed well, Shift-Left has steered us towards the “promised land” – maximising customer satisfaction levels while reducing support

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How New Ways of Working Can Help Improve Team Performance

Posted on Tuesday 25 February 2020.

By Sundeep Singh, Digital Service Manager working at Co-operative Trading Group How do you keep your teams happy and performing well whilst balancing busy workloads, priorities and keeping up with demands of transformation and change? Start with culture. More and more IT service teams are working closer with those developing products and services through use of digital

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Mental Health Has A Brand Problem

Posted on Monday 24 February 2020.

By Rob Stephenson, a global mental health campaigner and keynote speaker    Stop for a second and think of the words “mental health”. Go on, do it now. What images do you have in your head? Are you thinking of people with their head in their hands? People who are in distress? Family members who

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Back To The Future With Jason Bradbury

Posted on Monday 24 February 2020.

SDI20’s closing Keynote is The Gadget Show’s Jason Bradbury! Jason joins us on Wednesday 17th March 2021 at 2.15pm to close the SDI Conference with “The Future is Now! A Refreshing Take on AI and Technology”. Jason is set to arrive on his hoverboard (very “Back To The Future”!) and he’ll be talking about predicting

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Harness The Power Series: Policy & Strategy

Posted on Monday 17 February 2020.

Harnessing The Power of Assessment – Policy & Strategy   Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide

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A Life by Design Rather than by Accident

Posted on Monday 17 February 2020.

By Gillian Jones-Williams   So, where are you? I don’t mean physically where are you, I mean where are you in your life? Are you where you expected to be, or was this never in the plan? It’s amazing how many women I speak to who are surprised at where their career has led them

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