“Significant improvements” to NHS Forth Valley services in “most challenging” times

Posted on Tuesday 20 July 2021.

NHS Forth Valley’s Digital and eHealth teams recently celebrated achieving Service Desk Certification at a proactive 2 star level, thanks to many months of hard work and commitment at a time when the whole NHS was under enormous strain from the COVID-19 pandemic. Kevin Edwards, Digital & eHealth Programme Delivery Manager at NHS Forth Valley


How to Leverage Industry Awards In Your Service Desk Marketing Strategy

Posted on Friday 16 July 2021.

Who doesn’t love awards? They make us feel like we’re accomplishing great things and they validate our hard work. The last 18 months have been tough on the IT service industry so there is no better time to dust ourselves off, start thinking about all of the great things we have achieved in the face


Service Desk Process 101: Knowledge Management

Posted on Friday 9 July 2021.

Is your service desk knowledge strategy robust enough? With a plethora of tools and technologies to monitor and collect system and operational data from networks and infrastructures, IT departments now have the opportunity to know more about their organisations’ performance and productivity than ever before. As a key process for IT support functions, a robust


An Unused Knowledge Base is Money Left Behind

Posted on Friday 9 July 2021.

By Aprill Allen, Founder and Managing Director, Knowledge Bird It is surprisingly common for small teams to use a customer service platform and have no idea that there is a knowledge base attached. I see this with several of the customers that I work with –  business owners and customer service team leaders get into


Why Your Digital Transformation Needs XLAs

Posted on Tuesday 22 June 2021.

  While it might be easy to think of digital transformation simply as the introduction of new technology and the better use of data, the reality is that it’s actually about better business, in terms of both operations and outcomes. Ultimately, it’s about transforming the corporate status quo to increase value creation. Plus, it’s also


Can you guess the Top ITSM Trends for 2021?

Posted on Tuesday 27 April 2021.

SDI recently partnered with Freshworks to research what service management professionals are planning, anticipating and focusing on, to uncover what some of the key themes will be for our industry in 2021 and beyond. You can download the full report here, or take a look at some of the key take-aways in our handy infographic


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