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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Implementing a Knowledge-Sharing Culture for Better Knowledge Management

Posted on Tuesday 17 October 2017.

by Hannah Price, Consultant at TOPdesk   It’s safe to say I’m passionate about the importance of knowledge sharing in the modern service desk. Not only does it help cut resolution times massively, but it also promotes a better working culture. And to really push this cultural shift through, here’s are a few things you

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The Naked Service Desk, Part II Defining Your Vision

Posted on Thursday 12 October 2017.

This is the second article 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 elements which are key for providing brilliant service. Part II of The Naked Service Desk is about defining the strategic purpose

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The Naked Service Desk

Posted on Wednesday 20 September 2017.

This blog is part 1 of the Naked Service Desk Series. By Matt Greening, Head of Service Transformation at SDI Stripping off for a Calendar Girls style photo shoot is a great way to raise money for charity, but that’s not what this blog is about. This is about stripping back the service desk to

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Service Desk in the age of SIAM

Posted on Wednesday 30 August 2017.

by Rakesh Kumar  With the advent of new age technologies, the convergence of a business user with an end user is evident. The services they use now are more packaged and modular compared to some time ago. While the providers of the services have become more sprawling, the Service Desk remains at the centre for

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SaaS vs Premise – know your audience

Posted on Thursday 10 August 2017.

by Ann James, Sunrise Software   The SaaS vs Premise debate is a lively one and research conducted earlier this year by SDI and Sunrise unveiled some interesting and often resolute findings, regarding key considerations, benefits and challenges seen in real applications of cloud vs on-premise solutions. Stats unveiled included fairly even adoption of the two

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