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

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 …

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How to Leverage Industry Awards In Your Service Desk Marketing Strategy

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 …

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Service Desk Process 101: Knowledge Management

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 …

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An Unused Knowledge Base is Money Left Behind

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 …

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Why Your Digital Transformation Needs XLAs

  While it might be easy to think of digital transformation simply as the introduction of new technology and the better use of data, the …

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Can you guess the Top ITSM Trends for 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 …

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Are You Measuring and Making the Most of Your Service Desk Metrics?

Metrics and reporting can be a significant asset for the service desk, as well the business, by allowing the service desk to monitor performance and …

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