The Essence of Enterprise Service Management (a snippet)….

Leading financial inclusion company Gentera, based in Mexico, Peru and Guatemala, is the first organisation in Latin America to achieve a 3 star Certified Service Desk status. Unique entrepreneur group, Gentera has 28 years experience in offering financial support services to disadvantaged communities with the aim of improving quality of life and promoting development opportunities. Formed in 1990, Gentera’s

Getting to Know Global Best Practice Best practice is constantly evolving and changing. Here at SDI we are fortunate enough to have a network of global partners and service desk professionals along with 30 years of experience within our fantastic ITSM industry. Our passion to share best practice as it continuously evolves is the driving force behind our

We’re already looking forward to #SDI19 – the 32nd conference dedicated to service desk leaders. The three day jam packed event will take place from 25-27 March 2019 in Birmingham and we’re expecting to welcome a record number of IT service professionals from all over the globe. The three day event will kick off on

The week of 1st – 5th October saw this year’s IT Service Week spread some magic and a cast a spell over the ITSM community… This year’s IT Service Week (ITSW) celebrations were inspired by the theme of ‘Magic’ which a number of service desks and IT professionals took part in. ITSW is an online,

Bring your own device (BYOD) is a relatively recent trend (c. 2009) in behaviour where employees use their own mobiles, iPads, and laptops at work, for work. Often it’s because the technology they own is more advanced than the hardware your average IT department would deploy. Many IT departments struggle to keep right up to

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have