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

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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

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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

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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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SDI Coffee Break Series – Value Creation and Leadership

Posted on Tuesday 21 April 2020.

Take a break and catch a coffee with SDI’s David Wright and Simon Kent from Quantum 21 as they discuss the topics of value, convergence and leadership particularly during challenging times. Part 1 Appreciating Value, Ninja or Pirate? Part 2 Appreciating Value, Convergence, Coherence, Magnify the wave! Part 3 Appreciating Value, What Is Value? Part

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Harness The Power Series: People Management

Posted on Tuesday 31 March 2020.

Harnessing The Power of Assessment – People Management   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

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