“Very Proud”: Durham University Win Donation For Local Foodbank

Posted on Wednesday 10 April 2019.

Service Desk Manager Wins £250 For Local Foodbank In Survey Prize Draw Andy Scott, Service Desk Manager at Durham University, was the lucky winner to be drawn from over 130 entrants who completed SDI’s ‘View From The Frontline’ survey during March 2019.  Andy’s prize offered him the opportunity to nominate a charity of his choice

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Value Stream Mapping for the Service Desk – An Overview

Posted on Friday 22 February 2019.

Value Stream Mapping for the Service Desk – An Overview by Scarlett Bayes, Industry Analyst, SDI   Axelos has unveiled its addition of Value Steam Mapping (VSM) to the ITIL update. VSM is actually adopted from Lean methodology, and many people may be unaware of what it is or what it’s purpose it.     So what

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The Great Recruitment Challenge

Posted on Thursday 31 January 2019.

The Great Recruitment Challenge by Jamie Bell, Service Desk Specialist at SDI   A common frustration I often hear about is companies struggling to attract talented individuals to join their organisation. The calibre of candidates applying is not good enough or they simply do not get any applications at all. I’ve previously written about retaining great

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Did you know your analysts could be secret sales people?

Posted on Wednesday 16 January 2019.

by Jamie Bell, Service Desk Specialist, SDI   The aim of this blog is to provide some insight into how a Service Desk Analyst may be able to add extra value to an organisation by utilising the knowledge, relationships, and experiences they have established. My background includes over a decade within Managed Service Providers, so

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What’s the next support channel?

Posted on Thursday 10 January 2019.

by Scarlett Bayes, Industry Analyst, SDI   SDI recently sent out a census survey, in which we asked our community of service desk professionals what we should focus our content on for 2019. One respondent suggested we theorise what the next support channel will be. This isn’t an easy thing to predict, as there are

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Are you a people focused organisation?

Posted on Tuesday 18 December 2018.

Are you a people focused organisation? by Jamie Bell, Service Desk Specialist, SDI   “We are a customer focused organisation”  “Our customers are what make our business great”  “We work with some very exciting and innovative clients”  At some point during a working year, no doubt you’ve heard these types of phrases uttered by a senior

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