The Naked Service Desk

Posted on Wednesday 20 September 2017.

How to Build an Effective IT Service Desk

Posted on Thursday 14 September 2017.

Written by Alan Conduct, Head of Support Services at UKN Group   Building an effective IT service desk is not easy. With technology evolving so quickly, with companies reliant on a complex mix of hardware, software, cloud-solutions, broadband, telephony and legacy systems, you need an IT help desk that can provide support and proactively grow the business.

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What are the Next Generation of Service Desks?

Posted on Monday 4 September 2017.

Written by Mark Watson, Chief Operating Officer at UKN Group Consumers – me and you – the ‘user’ want IT support services like a service desk that are intuitive, easy to use, more about self-serve than sitting and waiting for a solution. Known as the Next Generation of Service Desk (NGSD), emerging behaviours are encouraging

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The Three Elephants in the “AI for IT support” Living Room

Posted on Thursday 31 August 2017.

by Stephen Mann   Some people might feel uncomfortable about artificial intelligence (AI). They might have grown up watching the Terminator movies and have yet to get past Skynet and the attempted extermination of humanity by machines. Or they might just worry that the technology will adversely affect something that’s currently inherently “human” – either

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Service Desk in the age of SIAM

Posted on Wednesday 30 August 2017.

by Rakesh Kumar  With the advent of new age technologies, the convergence of a business user with an end user is evident. The services they use now are more packaged and modular compared to some time ago. While the providers of the services have become more sprawling, the Service Desk remains at the centre for

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Astonishing Results for Anglia Ruskin University’s Analysts

Posted on Friday 25 August 2017.

Last month our experienced SDI trainer, Lynne Nash, delivered in-house Service Desk Analyst Training to seven delegates from Anglia Ruskin University. We were all astounded with the results, as not only did all seven delegates pass the exam, six gained Higher Mastery level, which is achieved at a 87% pass rate – this has never

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What is Digital Transformation?

Posted on Friday 18 August 2017.

by Scarlett Bayes, Industry Analyst, SDI   Digital Transformation is a very broad term, and there is a vast amount of information available surrounding it. However, the problem has arisen where there is no clear definition of Digital Transformation; there is a lot speculation of what it means as a methodology. Simply put, Digital Transformation

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