Should vendors and customers spec out after-sales support plans?

Posted on Monday 20 November 2017.

by Scarlett Bayes, Industry Analyst, SDI   There are several aspects of the partnership between service desk professionals and ITSM tool vendors; some centered around the tool itself, and others stem from customer service. Often, problems and frustrations can also arise within a service desk professional’s relationship with their vendor. What are your top 5

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What IT Support Does Your Business Need? Four Tiers of IT Support explained

Posted on Thursday 16 November 2017.

by Alan Conduct, Head of Support Services at UKN Group Making sense of IT support means clearly understanding what your business needs. Larger, more complex organisations usually have more complex IT needs. Digital transformation, staff using their own devices and app, programmes to remove extensive paperwork and manual filing usually make companies more reliant on

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London Metropolitan University alumnus supports Service Desk Certification

Posted on Thursday 16 November 2017.

In the summer of 2017 London Metropolitan University began the exciting process of Service Desk Certification, the globally recognised accreditation programme which benchmarks an IT service operation against the SDI best practice Standard. The first stage of the Service Desk Certification (SDC) programme is an initial service desk assessment by an experienced SDI auditor to

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Is Self-Service working for you?

Posted on Friday 3 November 2017.

One of the most common topics discussed at SDI events and Service Desk Manager courses is that of self-service. The technology is nothing new, it’s already in use in a significant portion of the industry, and undoubtedly it will need to be used more in the future to meet customer demand. The business benefits can

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Alex Owen, Service Desk Analyst of the Year 2017

Posted on Monday 23 October 2017.

Alex Owen, Knowledge Transfer Analyst at CGI, was awarded Service Desk Analyst of the Year award at the industry’s IT Service & Support Awards. Find out what it takes to become a winner in this category. What made you decide to enter the awards? When I found out that the SDI Awards existed I felt it would be a

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Getting Incident Escalation Right

Posted on Friday 20 October 2017.

by Sumit De, Head of Consultancy UK TOPdesk   Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly important, and can also contribute to less confusion in the Incident Management Process. Can I fix

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