Service Desk Institute and PeopleCert refresh the Service Desk Analyst and Service Desk Manager exams globally

The Service Desk Institute (SDI) and Institute for Robotic Process Automation and AI (IPRA AI) today announced a strategic partnership that will focus on bringing intelligent automation and AI to the ITSM industry to provide breakthrough strategies and solutions driving the move towards fully automated service desks. Through this partnership, SDI and IRPA AI will

The Service Desk Institute (SDI) and MetricNet, LLC today announced a strategic partnership that will increase the availability and accessibility of industry benchmarking data and tools that service desk professionals can use to measure, manage, and continuously improve their performance. Through this partnership, SDI’s Global Best Practice Standard For Service Desk will be included in

SDI is pleased to announce that we will be adding several new ITIL 4 courses to our training portfolio over the next few months. SDI has offered ITIL 4 Foundation since launch in 2019 and on 24 August 2020 we will be holding our very first ITIL 4 Managing Professional Transition Module certification course. About

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 idea that there is a knowledge base attached. I see this with several of the customers that I work with –  business owners and customer service team leaders get into

By Zena Everett, Speaker and Coach on Crazy Busy-ness™ and Overwhelm: Do less and get more done.   Keeping your team motivated and close: what people say about panic-working, banana bread, monkey brains and boundaries. Now that we are in the groove of remote working, our challenge is to maintain motivation, focus and connection. So

Harness the Power of the Service Desk Assessment Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide you on the