Taking your Team – and the Business – With You

By Edward Whittingham, Founder & Managing Director, The Defence Works.   I can answer the question in the title in one word: Very. But of course, anyone with any sense should ask – OK, go on prove it then. So, I will try to too. Let me leave this here before I go on to give

By Andrew Hardwick, Director of Global Service Management Office, Arcadis   At this year’s annual Service Desk conference – SDI20 – I’ll be presenting a session on Customer Happiness. How to Measure ‘Customer Happiness’? When we talk about Customer Happiness, or User Satisfaction, how do we measure and report this? There are several ways that

By Kim Ballestrin, Principal Consultant, Elabor8   At this year’s annual SDI conference – SDI20 – I’ll be delivering a workshop on Personal Kanban – a concept from Jim Benson and Tonianne DeMaria Barry, which has taught me surprisingly useful lessons about my approach to work. With only two rules – visualise your work and

So, 2020 is now upon us. It’s not only the start of a new year in your career, it’s also the start of a new decade. And whether you lead an IT service desk or a team of IT service management (ITSM) professionals focused on IT service delivery, it’s an ideal opportunity to take stock

By John Noctor, Associate and Lead Auditor Service Desk Institute At the SDI we have just released a brand new 1-day workshop  “Working with ITIL4 and SDI’s Service Desk Certification” So what’s this all about and how can it benefit me? -I hear you say! Well read on…..   With the release of ITIL 4

By John Noctor, Associate and Lead Auditor Service Desk Institute As a trainer, consultant and auditor for the SDI, I am often asked about the benefits of going down the route of Service Desk Certification (SDC) and, in particular, how taking the Assessment will be of value to the service desk and wider IT organisation.