Fantasy Conference Programme

by Scarlett Bayes, Industry Analyst, SDI   Will Customer Experience begin the demise of SLAs? SDI research shows that customer satisfaction and the customer experience is becoming increasingly relevant with the industry, which has led to the hypothesis that Experience Level Agreements (XLA) will become more commonplace in the near future. Similar to the Service Level

 by Kerry Burgess, Service Desk Assistant Manager at UKN Group People power businesses. We do business with those we get along with. In this age of technology and digital connections, it’s those personal relationships that drive growth and achieve strategic objectives. However, when it comes to delivering client needs and keeping businesses operational, we would

by Scarlett Bayes, Industry Analyst, SDI   Following the latest iteration of ‘A View From The Frontline’ published in 2017, SDI and UCISA wanted to take a closer look at the Higher Education industry, and note how it compares to the wider service desk industry. Within the scope of Higher Education, this report takes an in-depth

by Scarlett Bayes, SDI Analyst   SDI and Ivanti hosted a forum for service desk professionals to voice and express their concerns and ideas surrounding Digital Transformation. The purpose of the day was to give a voice to industry professionals that are not usually heard. The day was led by audience group discussion, where participants

by Scarlett Bayes, Industry Analyst, SDI   There are several aspects of the partnership between service desk professionals and ITSM tool vendors; some centered around the tool itself, and others stem from customer service. Often, problems and frustrations can also arise within a service desk professional’s relationship with their vendor. What are your top 5

by Alan Conduct, Head of Support Services at UKN Group Making sense of IT support means clearly understanding what your business needs. Larger, more complex organisations usually have more complex IT needs. Digital transformation, staff using their own devices and app, programmes to remove extensive paperwork and manual filing usually make companies more reliant on