DevOps and the Impact Outside IT: Ask the Experts

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

The Naked Service Desk Series – what did we learn? The concept of the ‘Naked Service Desk’ is a great way to approach service improvement, no matter what level your service is currently operating at. Released in September 2017 the original Naked Service Desk blog (part 1) explored how to strip back the service desk

Industry 4.0 Series by David Wright, Chief Value and Innovation Officer, SDI   Wouldn’t it be incredible if… IT operations could predict the next big infrastructure outage The service desk could predict which end users will have a poor customer experience IT could put steps in place to remediate them before they even happened Well

Guest blog post by Jon Morley, Head of Service Support at Dunelm   After being invited to attend the SDI conference for the first time, I was really excited for several reasons. Namely:  It was in a different venue to where I had been before (not to mentioned closer to home, given it was in

by Scarlett Bayes, Industry Analyst, SDI This blog will not focus on how DevOps in its truest form will impact the service desk directly, but more on how the culture and mentality of continuous delivery, collaboration and communication, and leveraging automation can benefit the service desk in terms of shortening time to resolution and fulfilment. DevOps is more than a new way