We’re excited to announce the IT Service & Support Awards 2020 Shortlist!

By David Wright, Chief Value & Innovation Officer at SDI   It’s always great to see the service desk and support community assemble to engage at community events and conferences, and at the end of September 2019, I was fortunate enough to take part in two SDI conferences in Latin American, one in Mexico City

    Marval’s IT service management (ITSM) software has once again been accredited by the Service Desk Institute (SDI) as SDI Best Practice Standard – Performance Results Report Compliant. For organisations planning to achieve SDI’s Service Desk Certification, MSM provides a series of pre-configured reports that make it easy to generate the performance metrics required.

At SDI, we love nothing more than putting a spotlight on service desks and individuals in the community who are doing amazing things! We thought… How can we create a platform to help share these fantastic experiences and journeys, often full of ups and downs? Enter the SDI Podcast! Which is here to Surprise, Delight,

Why Successful Leaders Always Change First By Rachel Hewitt-Hall, MD, Excel Communications   “Everyone thinks of changing the world, but no one thinks of changing themselves” Leo Tolstoy   I thought Leo Tolstoy’s quote was an appropriate starting point for this post. Many of our clients talk about: The challenges of managing organisational change Various

HM Land Registry is an organisation that is transforming the way it sees service management. This government department registers the ownership, interests and mortgages and other secured loans against land and property in England and Wales. It also holds one of the largest geospatial databases in Europe. HM Land Registry was also the very first

Defining and Dealing with the Unrealistic By Scarlett Bayes One of the perks of SDI membership is access to exclusive content and a new insight report every month, and in August, members were sent “Omni-Channel approach to Support”. We try to keep our content accessible for the majority of our customer base while also taking