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

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

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

By Sundeep Singh, Digital Service Manager working at Co-operative Trading Group & SDI21 speaker 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

By Rob Stephenson, a global mental health campaigner and SDI21 keynote speaker    Stop for a second and think of the words “mental health”. Go on, do it now. What images do you have in your head? Are you thinking of people with their head in their hands? People who are in distress? Family members

by Jeff Rumburg, MetricNet   The Metrics Hierarchy – Your Guide To Getting Started   Today’s service and support technologies make it easy to capture copious amounts of performance data.  Most IT service desk managers can tell you everything from last month’s ticket volume to yesterday’s average handle time.  But despite all the data that service desk managers have

Scarlett Bayes, Senior Research Analyst, The Service Desk Institute.  Technology is omni-present, both in our work lives and our personal lives. Some would say we’re in the midst of the fourth industrial revolution, and technology is evolving and developing every day. With 65% of service desk professionals believing they’ll use more Chatbot and Virtual Agent