How SDI’s Conference will Help you to Become a Brilliant Service Desk Manager

By Rachel Hewitt-Hall, Managing Director at Excel Communications (HRD) Ltd   What I admire about Elon Musk (CEO of Tesla) is that he has turned his childhood dreams into reality! An all–electric car company as well as launching a rocket into space, which delivered cargo to the International Space station.  As you can guess, it’s not been an easy ride at times for Mr Musk. Being CEO of two major companies,

What is it and how does it work? Robotic Process Automation (RPA) is undeniably becoming a significant asset in IT Service Management (ITSM). Alongside self-service and other elements of service automation, the ability to automate basic and repetitive processes, such as data entry and batch processing, has become a popular tool optimization capability for service

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

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 (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

On Tuesday 26 March 2019, IT service professionals turned up in force, dressed to impress for SDI’s 24th annual IT Service & Support Awards 2019 in Birmingham! One of the biggest celebrations of the year for service desk users; the awards gala dinner welcomed over 600 people from across the industry worldwide to come together