Top BYOD risks, and how you can mitigate against them

Tech Mahindra and Major Car Manufacturer Group’s service desks are first to achieve 4 star Service Desk Certification with the support of SDI’s partner KPMG in India. The major car manufacturer Group’s service desks have a workforce of over 150 staff and operate from five countries: Sweden – Gothenburg which provides Swedish language support Belgium – Gent

By David Wright, Chief Value and Innovation Officer, Service Desk Institute Reconnect with Service: Part 1 of 2 At SDI, we’re very lucky to be able to support our community all over the world, face to face. During one such engagement recently, I found myself fiddling with an in-flight entertainment system to try and find

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