Is Self-Service working for you?

by Hannah Price, Consultant at TOPdesk   It’s safe to say I’m passionate about the importance of knowledge sharing in the modern service desk. Not only does it help cut resolution times massively, but it also promotes a better working culture. And to really push this cultural shift through, here’s are a few things you

This is part 2 in The Naked Service Desk Series. The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 elements which are key for providing brilliant service. Part 2 of The Naked Service Desk is about defining the strategic purpose of

This blog is part 1 of the Naked Service Desk Series. By Matt Greening, IT Consultant at Modern Networks Stripping off for a Calendar Girls style photo shoot is a great way to raise money for charity, but that’s not what this blog is about. This is about stripping back the service desk to its

by Rakesh Kumar  With the advent of new age technologies, the convergence of a business user with an end user is evident. The services they use now are more packaged and modular compared to some time ago. While the providers of the services have become more sprawling, the Service Desk remains at the centre for

by Ann James, Sunrise Software   The SaaS vs Premise debate is a lively one and research conducted earlier this year by SDI and Sunrise unveiled some interesting and often resolute findings, regarding key considerations, benefits and challenges seen in real applications of cloud vs on-premise solutions. Stats unveiled included fairly even adoption of the two

by Michael Franchetti, Customer Insight Analyst, SDI   In this digital age, storing vast quantities of data has become easier than ever. Doors have been opened and decisions which were previously made on hunches can now be made through the analysis of patterns, trends and characteristics. Whilst there’ll always be a place for random ‘noise’,