CX: Delivering Happiness – The Series, Part 1

One of the most commonly asked questions from service desk managers is “What should I be reporting on?” Senior management and even customers aren’t always clear about what they need to know or focus on a very narrow set of KPIs, for example, performance within SLA doesn’t necessarily mean you have happy customers. Quite often

Mark Temple, IT Service Project Manager A bit about me I’ve worked at the University of Glasgow for the past 27 years, the first 12 of these as a Motor Mechanic, so like many people, I had a real job before I got into IT Service Management…  just kidding. My current role is varied to

by Scarlett Bayes, Industry Analyst, SDI   My previous blog theorised the ways in which DevOps thinking can impact the service desk, but this got me thinking about how IT departments following a DevOps approach will communicate with other teams and business factions. For this, I wanted to ask some DevOps experts who have experienced

Take a look at this interview by Service Automation Framework with SDI’s Chief Value and Innovation Officer, David Wright.  [see original post] Re-published as part of our Industry 4.0 Series exploring the changing world of work, service and technology and the relationship between them.   As a species, we’ve been shaping our environment and crafting ways to help

SDI regularly audits some of the best service desks in the world against the Global Best Practice Service Desk Standard. Service desks are measured against 9 key concepts which include metrics, customer experience and leadership among others. This presentation, the first of its kind, looks at the highest performing service desks in each of these

While understanding of GDPR has improved, the specifics of how it will impact functions such as the service desk are not as clear. The new EU General Data Protection Regulation (GDPR) came into force in May 2018, and if your organisation is not already well prepared then you need to take urgent action right now.