Back To The Future With Jason Bradbury

Diving into Data, Concept 8, and Deriving Value By Scarlett Bayes, Senior Research Analyst, SDI   The Service Desk Institute’s certification programme gives us an insight into a wide variety of organisations and how different service desks perform against the Global Best Practice Standard for Service Desk and its 9 ‘concepts’: Leadership Policy & Strategy

Service Management 101: Siddhartha Chaturvedi, Senior Director at Capgemini In this Service Management 101 we find out how Capgemini’s global service desk has approached transformation over the last couple of years and how this helped them to successfully respond to the impact of the pandemic on their business. That they had already leveraged RPA, AI

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

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

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