SDI Coffee Break Series 1 – Social Continuity & Employee Engagement During Difficult Times

SDI & ITSM Zone join forces to bring the IT service and support industry and SDI members more value While many of you will have been advised to stay at home, work from home, and keep yourself and your family safe until the virus crisis has passed, you may now be keen to start getting

Since the start of the COVID-19 pandemic, SDI has been truly inspired by the dedication and sheer hard work that IT support teams and service desks around the world have been demonstrating. Many have worked round the clock to ensure their companies, employees and customers have everything they need to continue working remotely. Often the

by Scarlett Bayes, Senior Research Analyst, SDI Service Orchestration: An Overview What is it? Service orchestration details the combination of process integration, omnichannel support, intelligent automation, and Shared Services, to create a seamless end to end customer journeys across an organisation and automate low-level tasks. What are the reasons? SDI Insight shows that over 60%

Harnessing The Power of Assessment – People Management   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

As the global slowdown is thrust upon us, we now have a fantastic opportunity to shine through adversity – to be adaptable, fast and flexible, to start planing for the next better set of opportunities. It’s in these uncertain times that now more than ever, SDI want to support our brilliant ITSM community to stay

By Candy Candappa, IT and programme management executive   I’ve spent much of the last 20 years managing teams I couldn’t see and often who I never meet. Usually those teams are in different countries spanning time zones, corporations and cultures. To be successful you have to develop a management method that understands the individuals