Service Management 101: Capgemini’s Global Service Desk Transformation Journey

The new KPIs for AI/Chatbot powered Service Desk by Manish Sharma, Co-Founder at Rezolve.ai Service Desks have begun their journey towards an AI/Chatbot driven evolution. The allure of providing frictionless and quick service along with the promise of automation is attracting many Service Desk managers to look closely at this new emerging Service delivery model.

On Thursday 26 November 2020, IT service professionals from around the world tuned in live for SDI’s 25th annual IT Service & Support Awards 2020 presentation ceremony. A year like no other, this was the very first time the awards ceremony was broadcast live from a studio! One of the biggest celebrations of the year

If you’re a Service Desk Manager or you’re involved with enhancing the efficiency & motivation of your teams, how can you continue to do this during the pandemic?   Managing an IT service desk can be very challenging and daunting at the best of times, and even more so when considering the everchanging landscape and

Service Desk Analyst of the Year 2020 finalists Billy Abbas (Leeds Beckett University), Cameron McKenzie (Fujitsu) and Sal De Franco (Bloomberg) answered a few questions ahead of the IT Service & Support Awards ceremony…   What made you decide to enter the awards? Billy – For the past two years Leeds Beckett has won the

by Scarlett Bayes, Senior Research Analyst The Higher Education sector faces some unique challenges when it comes to their service desks, and who better to discuss and address these challenges than higher education service desk professionals? During SDI’s recent Higher Education event, our speakers took the time to talk about some of the challenges they’ve

On Thursday 14th November 2019, our awards shortlist united in Birmingham for the IT Service & Support Awards 2020 judging day. The judges then had the impossible task of narrowing down the shortlist to just 3 desks/individuals per category. We would like to say a massive congratulations to all of our shortlist and finalists and