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Recognising the Teams Who Are Shaping the Future of IT Service & Support
Innovation in service isn’t always loud.
Sometimes it’s a new system that saves five minutes – but those five minutes matter to every user, every day. Sometimes it’s a mindset shift, a cultural change, or a clever integration that finally unlocks team potential.
If your team is doing things differently – and it’s making a difference – the Technology & Innovation Award 2026 is your platform to be recognised.
What is the Technology & Innovation Award?
This brand-new SDI Awards category shines a light on service desks and support teams that:
- Solve problems with technology, creativity, or new ways of working
- Drive measurable value—operationally, culturally, or experientially
- Align innovation to business strategy and user needs
- Foster a team culture of progress, experimentation, and improvement
Whether your innovation helped internal employees, external customers, or both – if you can prove the impact, this award is for you.
Why now?
With the pace of technological change accelerating, service teams are expected to be more efficient, more intelligent, and more connected than ever. According to industry research:
76% of service desks use automation to manage Tier 0/1 tickets
85% of IT leaders are increasing investment in digital experience
Yet only 38% of innovation initiatives receive recognition beyond IT
That’s where this award comes in. It’s designed to celebrate the people behind transformation – the thinkers, builders, testers, and enablers.
And chances are, your team is already doing award – worthy work – you just haven’t shouted about it yet.
What makes a strong submission?
Entries will be reviewed by a panel of seasoned leaders with deep experience in innovation, service design, and tech strategy. They’ll be looking for:
- Clear articulation of the challenge you tackled
- Strategic use of technology (not tech for tech’s sake)
- Results: measurable improvements in service, experience, or efficiency
- Alignment with modern service values—like agility, people-centricity, and continuous improvement
Get the Full Criteria – Download the Brochure
What the judges are saying
“This award truly highlights service desks at the forefront of technological advancement, creative problem-solving and innovation.”
— Mike Kyffin, Lead Judge, SDI Awards 2026“Innovation is more than utilising the latest & greatest technology trends. It can be about people, process, and technology all at once. It’s about applying a truly innovative initiative that adds value—tangible or experience-based—to your customers, colleagues, or stakeholders.”
— Sophie Hussey, Judge & Director of Service Excellence“Technology is a powerful and transformative enabler, helping us work smarter, deliver exceptional user experiences, and keep our organisations at the very cutting edge of progress. I’m excited to discover how entrants are channelling their creativity and ingenuity to keep pushing the boundaries of what’s possible.”
— Matthew Hill, Judge, SDI Awards 2026
Who should enter?
This award is open to any service desk or support team, regardless of industry, team size or geography. We welcome:
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In-house IT service teams supporting internal users
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Managed Service Providers (MSPs) delivering transformation for clients
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Tool providers and vendors collaborating on breakthrough solutions
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Cross-functional or transformation teams delivering tech-led improvements
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Startups or disruptors reimagining traditional models
If your initiative combined technology, process, and people to deliver smarter service—you’re already what this category is all about.
Resources to help you submit
Need help getting started? We’ve made it easy:
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Download the 2026 Brochure – includes criteria, categories, and top tips
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View Past Winners & Finalists – get inspired by real stories
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Talk to the SDI Team – we’re happy to help
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Enter via the Awards Portal – simple, guided submission process
Entry checklist: Is your team ready?
If you can say “yes” to three or more of these, your team should enter:
Final word: Real innovation deserves recognition
This isn’t just about cutting-edge tech. It’s about smart thinking. Creative problem-solving. The everyday bravery of doing things differently—even when it’s hard.
“This category is so important today because organisations need practical, people-centred innovation to adapt, stay resilient, and keep delivering exceptional service in a rapidly changing world.”
— Mike Kyffin
