David Wright on Service Automation

Posted on Tuesday 12 June 2018.

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

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The 9 Best Practices of a High Performing Service Desk

Posted on Thursday 7 June 2018.

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

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The Naked Service Desk Series – what did we learn?

Posted on Wednesday 16 May 2018.

The Naked Service Desk Series – what did we learn? The concept of the ‘Naked Service Desk’ is a great way to approach service improvement, no matter what level your service is currently operating at. Released in September 2017 the original Naked Service Desk blog (part 1) explored how to strip back the service desk

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The Rise of Service Alchemy and the Superconductor

Posted on Thursday 10 May 2018.

Industry 4.0 Series by David Wright, Chief Value and Innovation Officer, SDI   Wouldn’t it be incredible if… IT operations could predict the next big infrastructure outage The service desk could predict which end users will have a poor customer experience IT could put steps in place to remediate them before they even happened Well

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Naked Service Desk 11- Final part in the series!

Posted on Wednesday 25 April 2018.

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 key for providing brilliant service. Step 10 forms part 11 and is the finale in the series; celebrating success! Part 11 in The Naked Service Desk Series is the Reward and Recognition

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Launching and Marketing the Service Desk

Posted on Wednesday 4 April 2018.

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 key for providing brilliant service. Step 9 forms part 10 in the series, which is all about launching the service desk, communicating contact details and promoting the benefits to customers

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