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

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 & SDI21 speaker 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

Mental Health Has A Brand Problem

Posted on Monday 24 February 2020.

By Rob Stephenson, a global mental health campaigner and SDI21 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

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 five of 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

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

The Metrics Hierarchy in IT Service & Support 

Posted on Monday 17 February 2020.

by Jeff Rumburg, MetricNet   The Metrics Hierarchy – Your Guide To Getting Started   Today’s service and support technologies make it easy to capture copious amounts of performance data.  Most IT service desk managers can tell you everything from last month’s ticket volume to yesterday’s average handle time.  But despite all the data that service desk managers have

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