ITSM and Covid 19 – What We’ve Seen (Part 1) by Scarlett Bayes, Senior Research Analyst, Service Desk Institute In a very short space of time, the global pandemic has completely changed the landscape of our lives in every aspect. Socially, we now keep safe distances from each other, and we can’t enjoy a lot of our pastimes as freely.
The Service Desk Institute (SDI) and Institute for Robotic Process Automation and AI (IPRA AI) today announced a strategic partnership that will focus on bringing intelligent automation and AI to the ITSM industry to provide breakthrough strategies and solutions driving the move towards fully automated service desks. Through this partnership, SDI and IRPA AI will
By Aprill Allen, Founder and Managing Director, Knowledge Bird It is surprisingly common for small teams to use a customer service platform and have no idea that there is a knowledge base attached. I see this with several of the customers that I work with – business owners and customer service team leaders get into
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
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