An Unused Knowledge Base is Money Left Behind

SDI recently partnered with Freshworks to research what service management professionals are planning, anticipating and focusing on, to uncover what some of the key themes will be for our industry in 2021 and beyond. You can download the full report here, or take a look at some of the key take-aways in our handy infographic

Celebrating SDI21 Each year after our annual conference we love to take a look back at some of our highlights, often with a video made up of footage filmed at the event. This year things are a little different as we couldn’t meet in person, but we’ve put together an infographic for those who enjoy

“The pride and satisfaction within the team at seeing how highly we are valued and respected by the business was a great by-product of this process.” Andrew Gant, Service Desk Team Leader   Discover how Runshaw College IT Service team benefited from the certification process We recently spoke to Runshaw College about their experience of

The new KPIs for AI/Chatbot powered Service Desk by Manish Sharma, Co-Founder at Rezolve.ai Service Desks have begun their journey towards an AI/Chatbot driven evolution. The allure of providing frictionless and quick service along with the promise of automation is attracting many Service Desk managers to look closely at this new emerging Service delivery model.

ITSM and Covid19 – What We’ve Seen (Part 2) by Scarlett Bayes, Senior Research Analyst, Service Desk Institute In Part One of this blog, we took a look at the immediate impacts we saw as a result of the pandemic as well as some resources which could be helpful for service desk professionals. This week, we’ll look at what we’ve learned

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.