Employing the Consummate Team – Mix It Up!

Posted on Friday 14 September 2018.

How To Raise Your Game With SDI’s Service Desk Manager Course

Posted on Monday 10 September 2018.

“I definitely got what I wanted out of this course!” Service Desk Manager training Whether you are an aspiring, new to the role or a well established Service Desk Manager, a globally recognised SDM Qualification from SDI can help you gain the skills and knowledge needed to steer your service desk to success and ensure your customers receive



Service Desk Journeys: University of Glasgow Part 2

Posted on Thursday 23 August 2018.

Mark Temple, IT Service Project Manager Hi All, Apologies for the delay in getting the second instalment out, but as you can imagine, it’s been a busy old time at the University – Enterprise Service Management systems don’t just design and configure themselves, especially when you’re dealing with multiple lines of business. Before I go



Re-Framing the Service Desk

Posted on Friday 10 August 2018.

by Rob Beswick, Head of Membership, SDI   This blog is probably not aimed at you, and when I say you, I mean a service desk professional who is possibly a member of SDI.  This blog is aimed at a specific few in other areas of the business; they may not usually venture here, but



Avoiding Burnout: reducing stress and increasing job satisfaction

Posted on Wednesday 8 August 2018.

by Scarlett Bayes, Industry Analyst, SDI   I attended a BCS event recently titled Bots, Burnout, and Blame, presented by Matthew Bellringer, founder of Meaningbit. Matthew detailed what burnout is, what causes it, changes individuals can make in their work environment to avoid burnout, and how organisations can begin to break the culture which can



10 steps to providing a better Employee Experience

Posted on Tuesday 7 August 2018.

by Sumit De, Head of Consultancy, TOPdesk   We’re in the age of Employee Experience. It’s been a gradual transition, but employees now expect much more from their employers than they did in the past – not least when it comes to services. How can Service Management meet the demands of the modern employee?   Employee Experience



The Impact of GDPR on the Service Desk

Posted on Thursday 2 August 2018.

by Sunil Mohal, SAS Management Inc       When an organization operates a centralized point of engagement with its customers, we typically refer to that point as a Service Desk, a Call Centre or a Contact Centre. Quite often these terms are casually interchanged. From a Service Management perspective, the Service Desk “is the primary



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