Service Desk in the age of SIAM

Last month our experienced SDI trainer, Lynne Nash, delivered in-house Service Desk Analyst Training to seven delegates from Anglia Ruskin University. We were all astounded with the results, as not only did all seven delegates pass the exam, six gained Higher Mastery level, which is achieved at a 87% pass rate – this has never

by Scarlett Bayes, Industry Analyst, SDI   Digital Transformation is a very broad term, and there is a vast amount of information available surrounding it. However, the problem has arisen where there is no clear definition of Digital Transformation; there is a lot speculation of what it means as a methodology. Simply put, Digital Transformation

by Ann James, Sunrise Software   The SaaS vs Premise debate is a lively one and research conducted earlier this year by SDI and Sunrise unveiled some interesting and often resolute findings, regarding key considerations, benefits and challenges seen in real applications of cloud vs on-premise solutions. Stats unveiled included fairly even adoption of the two

by Michael Franchetti, Customer Insight Analyst, SDI   In this digital age, storing vast quantities of data has become easier than ever. Doors have been opened and decisions which were previously made on hunches can now be made through the analysis of patterns, trends and characteristics. Whilst there’ll always be a place for random ‘noise’,

As the final touches are put together for SDI’s second conference in Mexico, #SDI17MX, conference host Mauricio Corona sent us some photos from his keynote planning session with Former President of Mexico, Felipe Calderón, who we’re thrilled to have joining us this year in Mexico City on 28 September 2017:    Take a look at the

We sent our Industry Analyst, Scarlett Bayes, on our ever popular Service Desk Analyst course to give her an insight to the role of a Service Desk Analyst and to allow her to research and create topics that are relevant and a true reflection of what the service desk requires. Not only did she receive