Reconnect with Service: Part 1 of 2

By David Wright, Chief Value and Innovation Officer, Service Desk Institute Reconnect with Service: Part 2 of 2   IT Service Management Evolution I’d like to think that over the next few years of IT service management evolution, we’ll start to move away from the place where we see the organisation as a bunch of

by Rob Beswick, Head of Membership, SDI   This blog is probably not aimed at you, and when I say you, I mean a service desk professional who is possibly a member of SDI.  This blog is aimed at a specific few in other areas of the business; they may not usually venture here, but

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

CX: Delivering Happiness SLA’s are vital to documenting customer requirements, KPI’s firmly have their place in service performance monitoring, but make sure you don’t fall into the data trap! The trap which involves losing sight of the ultimate aim behind any good service; not only to recognise that your focus is on the customer, but

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