9 Things You Need To Know About Enterprise Service Management

Posted on Tuesday 12 October 2021.

Enterprise service management has been a key ITSM trend for the last half-decade – the use of IT service management (ITSM) principles and capabilities by other business functions/teams to improve their operations, services, experiences, and outcomes – with its tool-based use-case origins going back even further. Where ESM adoption currently stands and where it’s heading



Does ESM Make for Happier Employees? (Who Make Happy Customers!)

Posted on Tuesday 7 September 2021.

By Hannah Price Enterprise Service Management (ESM) has many benefits for organisations, namely: increased efficiency, cost-savings, and improved cross-departmental collaboration. But does it go beyond that? Does ESM make for happier employees? The employee’s experience of ESM Choosing to implement ESM has direct consequences for our employees, therefore, it makes sense that it affects their



An Unused Knowledge Base is Money Left Behind

Posted on Friday 9 July 2021.

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



Are You Measuring and Making the Most of Your Service Desk Metrics?

Posted on Tuesday 20 April 2021.

Metrics and reporting can be a significant asset for the service desk, as well the business, by allowing the service desk to monitor performance and measure service improvements. However, there are multiple factors that can reduce the efficacy and value of producing metrics reports. This recent SDI report explores what organisations are actually reporting on



The Smart Service Desk

Posted on Monday 15 February 2021.

The Service Desk Of Our Times The evolution of intelligent service management, and why AI has brought enterprises to the cusp of the next transformation. Article courtesy of CIO.com As IT leaders from various industries increasingly pursue new strategies and technologies to digitally transform their organisations and optimise user experience, the role of service management



Back To The Future With Jason Bradbury

Posted on Monday 1 February 2021.

High powered, driven by octane, The Gadget Show’s Jason Bradbury speaks at SDI21 Live & Interactive! Compelling, high powered and charismatic celebrity ‘future of tech speaker’ Jason Bradbury joins us live on Tuesday 16th March 2021 at 3.35pm to talk us through “The Future is Now! A Refreshing Take on AI and Technology”. Jason is



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