Reconnect with Service: Part 2 of 2

Mark Temple, IT Service Project Manager Hi All, Apologies for the delay in getting the second instalment out, but as you can imagine, it’s been a busy old time at the University – Enterprise Service Management systems don’t just design and configure themselves, especially when you’re dealing with multiple lines of business. Before I go

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

by Rob Beswick, Head of Membership, SDI   This blog is probably not aimed at you, and when I say you, I mean a service desk professional who is possibly a member of SDI.  This blog is aimed at a specific few in other areas of the business; they may not usually venture here, but

by Scarlett Bayes, Industry Analyst, SDI   I attended a BCS event recently titled Bots, Burnout, and Blame, presented by Matthew Bellringer, founder of Meaningbit. Matthew detailed what burnout is, what causes it, changes individuals can make in their work environment to avoid burnout, and how organisations can begin to break the culture which can

by Sumit De, Head of Consultancy, TOPdesk   We’re in the age of Employee Experience. It’s been a gradual transition, but employees now expect much more from their employers than they did in the past – not least when it comes to services. How can Service Management meet the demands of the modern employee?   Employee Experience

by Sunil Mohal, SAS Management Inc       When an organization operates a centralized point of engagement with its customers, we typically refer to that point as a Service Desk, a Call Centre or a Contact Centre. Quite often these terms are casually interchanged. From a Service Management perspective, the Service Desk “is the primary