London Metropolitan University alumnus supports Service Desk Certification

Posted on Thursday 16 November 2017.

This Summer London Metropolitan University began the exciting process of Service Desk Certification, the globally recognised accreditation programme which benchmarks an IT service operation against the SDI best practice Standard. The first stage of the Service Desk Certification (SDC) programme is an initial service desk assessment by an experienced SDI auditor to evaluate current service

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Is Self-Service working for you?

Posted on Friday 3 November 2017.

One of the most common topics discussed at SDI events and Service Desk Manager courses is that of self-service. The technology is nothing new, it’s already in use in a significant portion of the industry, and undoubtedly it will need to be used more in the future to meet customer demand. The business benefits can

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Alex Owen, Service Desk Analyst of the Year 2017

Posted on Monday 23 October 2017.

Alex Owen, Knowledge Transfer Analyst at CGI, was awarded Service Desk Analyst of the Year award at the industry’s IT Service & Support Awards. Find out what it takes to become a winner in this category. What made you decide to enter the awards? When I found out that the SDI Awards existed I felt it would be a

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Getting Incident Escalation Right

Posted on Friday 20 October 2017.

by Sumit De, Head of Consultancy UK TOPdesk   Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly important, and can also contribute to less confusion in the Incident Management Process. Can I fix

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Nino Farrugia, Service Desk Manager of the Year 2017

Posted on Thursday 19 October 2017.

Find out what it takes to become Service Desk Manager of the Year in the industry’s IT Service & Support Awards. What made you decide to enter the awards? The SDI plays a big part in what we do here at the CGI Service desk offices in Bridgend. I am very proud not only to

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Agilisys Become An Awards Finalist – Best Managed Service Provider of The Year 2017

Posted on Thursday 19 October 2017.

What made you decide to enter the awards? We entered the prestigious SDI award to recognise the hard work and achievements of the Agilisys Service Centre Family and to give our customers another opportunity to validate their support for us. We have always seen SDI as the leading authority on Service Desks and we wanted

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