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 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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Wow! SDI21 in numbers

Celebrating SDI21 Each year after our annual conference we love to take a look back at some of our highlights, often with a video made …

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Runshaw College: Our Certification Success

“The pride and satisfaction within the team at seeing how highly we are valued and respected by the business was a great by-product of this …

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The Smart Service Desk

The Service Desk Of Our Times The evolution of intelligent service management, and why AI has brought enterprises to the cusp of the next transformation. …

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