The new KPIs for AI/Chatbot powered Service Desk

Posted on Tuesday 8 December 2020.

The new KPIs for AI/Chatbot powered Service Desk by Manish Sharma, Co-Founder at Rezolve.ai Service Desks have begun their journey towards an AI/Chatbot driven evolution. The allure of providing frictionless and quick service along with the promise of automation is attracting many Service Desk managers to look closely at this new emerging Service delivery model.



Professional Standards -Update from the experts, Lynne Nash

Posted on Wednesday 22 July 2020.

Thoughts on the new Service Desk Analyst (SDA) and Service Desk Manager (SDM) Professional Standards Update, from Lynne Nash… Lynne Nash – Service Management and Service Improvement Consultant, Contributor to SDI’s Global Best Practice Standard for Service Desk, SDI Associate and Key Awards Judge, and Experienced Trainer Lynne is an experienced service desk, service management,



Service Desk Institute and Institute for Robotic Process Automation and AI announce strategic partnership

Posted on Wednesday 1 July 2020.

The Service Desk Institute (SDI) and Institute for Robotic Process Automation and AI (IPRA AI) today announced a strategic partnership that will focus on bringing intelligent automation and AI to the ITSM industry to provide breakthrough strategies and solutions driving the move towards fully automated service desks. Through this partnership, SDI and IRPA AI will



An Unused Knowledge Base is Money Left Behind

Posted on Tuesday 26 May 2020.

By Aprill Allen, Founder and Managing Director, Knowledge Bird It is surprisingly common for small teams to use a customer service platform and have no idea that there is a knowledge base attached. I see this with several of the customers that I work with –  business owners and customer service team leaders get into



Harnessing The Power of Assessment – Resources

Posted on Thursday 30 April 2020.

Harness the Power of the Service Desk Assessment Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide you on the



SDI Coffee Break Series 3 – Technology & Innovation Resulting from COVID-19

Posted on Tuesday 21 April 2020.

David Wright and Dr Mauricio Corona share a coffee and conversation during lockdown to chat about innovation in technology and what new wave of innovations and services we might see as a result throughout 2020, particularly Robotics As A Service #RaaS Part 1 – Getting to know Dr Mauricio Corona, scrambled or fried? Part 2



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