Can you guess the Top ITSM Trends for 2021?
Posted on Tuesday 27 April 2021.
SDI recently partnered with Freshworks to research what service management professionals are planning, anticipating and focusing on, to uncover what some of the key themes will be for our industry in 2021 and beyond. You can download the full report here, or take a look at some of the key take-aways in our handy infographic
Are You Making the Most of Your Service Desk Metrics?
Posted on Tuesday 20 April 2021.
Metrics and reporting can be a significant asset for the service desk, as well the business, by allowing the service desk to monitor performance and measure service improvements. However, there are multiple factors that can reduce the efficacy and value of producing metrics reports. This recent SDI report explores what organisations are actually reporting on
Wow! SDI21 in numbers
Posted on Tuesday 13 April 2021.
Celebrating SDI21 Each year after our annual conference we love to take a look back at some of our highlights, often with a video made up of footage filmed at the event. This year things are a little different as we couldn’t meet in person, but we’ve put together an infographic for those who enjoy
Runshaw College: Our Certification Success
Posted on Tuesday 30 March 2021.
“The pride and satisfaction within the team at seeing how highly we are valued and respected by the business was a great by-product of this process.” Andrew Gant, Service Desk Team Leader Discover how Runshaw College IT Service team benefited from the certification process We recently spoke to Runshaw College about their experience of
The Smart Service Desk
Posted on Monday 15 February 2021.
The Service Desk Of Our Times The evolution of intelligent service management, and why AI has brought enterprises to the cusp of the next transformation. Article courtesy of CIO.com As IT leaders from various industries increasingly pursue new strategies and technologies to digitally transform their organisations and optimise user experience, the role of service management
The Social Dilemma – Improving Your Relationship With Tech
Posted on Monday 8 February 2021.
by Scarlett Bayes, Senior Research Analyst, SDI If you’ve seen the documentary, The Social Dilemma, you’ll be aware of the dangers that social media and technology can have. While this doesn’t directly relate to ITSM, it is a people issue that should be. It affects your customers, your employees, and yourself. The data laid out in the documentary is harrowing