Mark Dickinson, Agilisys Talks About Being an ‘Inspirational Leader of the Year’ Finalist
Posted on Monday 26 February 2018.
Mark Dickinson, Head of Group Problem Management at Agilisys speaks to us about being an ‘Inspirational Leader of the Year‘ finalist and the key to his success. What made you decide to enter the awards? This is our second year as an organisation attending the prestigious awards with SDI and as such I see
Myra Fulton Announced as Inspirational Leader of the Year Finalist
Posted on Sunday 25 February 2018.
Myra Fulton, Director of Engineering at Skyscanner answers our questions ahead of the IT Service and Support Awards after being announced as a Inspirational Leader of the Year finalist. What made you decide to enter the awards? I am very passionate about the work that all IT Support teams do and the impact they
Developing the Customer Experience
Posted on Wednesday 21 February 2018.
This is part 8 in the Naked Service Desk Series. The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 steps which are key for providing brilliant service. Of the 10 steps, step 7 focuses on developing and documenting the customer experience. Customer
Will Customer Experience begin the demise of SLAs?
Posted on Friday 16 February 2018.
by Scarlett Bayes, Industry Analyst, SDI Will Customer Experience begin the demise of SLAs? SDI research shows that customer satisfaction and the customer experience is becoming increasingly relevant with the industry, which has led to the hypothesis that Experience Level Agreements (XLA) will become more commonplace in the near future. Similar to the Service Level
The NOC Is Always Ready To Fight The Last War
Posted on Thursday 15 February 2018.
By Dominic Wellington, Director of Marketing, EMEA at Moogsoft Inc It’s important to learn from experience, but focusing too much on the past can blind you to the future. AIOps offers the promise of real-time insights to help experts work more efficiently and solve problems faster. It is said that armies are always
JLL Win the Highly Commended Award For Transformation & Improvement
Posted on Wednesday 14 February 2018.
JLL have picked up the Highly Commended Award For Transformation & Improvement ahead of the IT Service and Support Awards 2018. JLL’s service desk team have taken the time to answer some questions on how they have evolved over the years and their exciting plans for the future! What made you decide to enter the