Are You Measuring and Making the Most of Your Service Desk Metrics?

Posted on Tuesday 20 April 2021.

Metrics and reporting can be a significant asset for the service desk, as well the business, by allowing the service desk to monitor performance and measure service improvements. However, there are multiple factors that can reduce the efficacy and value of producing metrics reports. This recent SDI report explores what organisations are actually reporting on


Wow! SDI21 in numbers

Posted on Tuesday 13 April 2021.

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


Runshaw College: Our Certification Success

Posted on Tuesday 30 March 2021.

“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 Smart Service Desk

Posted on Monday 15 February 2021.

The Service Desk Of Our Times The evolution of intelligent service management, and why AI has brought enterprises to the cusp of the next transformation. Article courtesy of CIO.com As IT leaders from various industries increasingly pursue new strategies and technologies to digitally transform their organisations and optimise user experience, the role of service management


The Social Dilemma – Improving Your Relationship With Tech 

Posted on Monday 8 February 2021.

by Scarlett Bayes, Senior Research Analyst, SDI If you’ve seen the documentary, The Social Dilemma, you’ll be aware of the dangers that social media and technology can have. While this doesn’t directly relate to ITSM, it is a people issue that should be. It affects your customers, your employees, and yourself. The data laid out in the documentary is harrowing


It’s Time to Become a Better ‘Remote’ IT Leader

Posted on Tuesday 2 February 2021.

It’s the start of a new year in your career, and whether you lead an IT service desk or a team of IT service management (ITSM) professionals focused on IT service delivery, it’s an ideal opportunity to take stock of where you are professionally and where you want to be in the future (along with


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