10 Steps to Self Service

Posted on Wednesday 10 January 2018.

The Changing World Of Problem Management

Posted on Tuesday 9 January 2018.

”Many organisations find it extremely difficult to dedicate time and effort to root cause analysis, as a result of firefighting and other priorities. I have worked in many industries for many years undertaking service management roles, and problem management is one of the biggest cogs and is sometimes over looked.” – Mark Dickinson Ultimately Mark’s

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The Service Desk Institute (SDI) appoints Mauricio Corona to its Board of Directors

Posted on Monday 8 January 2018.

The leading professional body for the IT service and support industry, the Service Desk Institute, announces the appointment of Mauricio Corona as Chief Transformation Officer. Mauricio will be responsible for building relationships and partnerships with organisations globally to roll out a portfolio of SDI products and services including Service Desk Certification, analyst research, service desk

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It’s Time To Cut Down Calls: Making Self-Service Work

Posted on Thursday 4 January 2018.

A better customer experience We have been talking to Barnardo’s Head of Service Management Mark Bassett to discover the key to their success with self-service. Firstly, we wanted to know what influenced Mark and his team to implement a self-service portal and how they prepared for the transition. “The driver for implementing self-service was to cut down the request calls which

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Service Desks Talk Digital Transformation

Posted on Friday 15 December 2017.

by Scarlett Bayes, SDI Analyst   SDI and Ivanti hosted a forum for service desk professionals to voice and express their concerns and ideas surrounding Digital Transformation. The purpose of the day was to give a voice to industry professionals that are not usually heard. The day was led by audience group discussion, where participants

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And The Winners Are…

Posted on Thursday 14 December 2017.

Find below the winners of our SDI18 #12DaysOfChristmas Social Competition Day 1: Winner: Sarah Blakebrough   Day 2: Winner: Leigh Batten   Day 3: Winner: Michael Thresher   Day 4: Winner: Antonia Jones   Day 5: Winner: Rhianne Poole   Day 6: Winner: Matthew Lynch   Day 7: Winner: Wayne Winterbottom   Day 8: Winner: Sean Walsh   Day 9: Winner: Sally Bogg  

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Have You Heard The One About Identity Theft?

Posted on Wednesday 13 December 2017.

Comedian, BAFTA Shortlisted Director & Author Talks Identity Theft We’re excited to announce comedian Bennett Arron as a keynote speaker at SDI18! In recent years, we have seen AI and machine learning emerge. Considering these new technological advancements, how do you see identity theft evolving in the next five years? ”Sadly I think the scale of the crime

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