ITSM and Covid19 – What We’ve Seen (Part 2)

Posted on Thursday 24 September 2020.

ITSM and Covid 19 – What We’ve Seen (Part 1)

Posted on Wednesday 16 September 2020.

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 Path out of Covid-19: rebooting the business and back to the future

Posted on Tuesday 25 August 2020.

The Path out of Covid-19: rebooting the business and back to the future by David Wright, Chief Value Officer, SDI Oh, for a DeLorean with a weird 1980’s digital dashboard and a hover board. The chance to go back to 2017, knowing what was to come in 2020, and have enough time to make ready



Service Desk Institute and Institute for Robotic Process Automation and AI announce strategic partnership

Posted on Wednesday 1 July 2020.

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



An Unused Knowledge Base is Money Left Behind

Posted on Tuesday 26 May 2020.

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



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 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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