SDI Podcast Episode 3

Posted on Monday 9 September 2019.

Transforming Business Relationships Through Agile Service Management

Posted on Tuesday 3 September 2019.

HM Land Registry is an organisation that is transforming the way it sees service management. This government department registers the ownership, interests and mortgages and other secured loans against land and property in England and Wales. It also holds one of the largest geospatial databases in Europe. HM Land Registry was also the very first

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SDI Podcast Episode 2

Posted on Friday 19 July 2019.

At SDI, we love nothing more than putting a spotlight on service desks and individuals in the community who are doing amazing things! We thought… How can we create a platform to help share these fantastic experiences and journeys, often full of ups and downs? Enter the SDI Podcast! Which is here to Surprise, Delight,

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Reduce time spent firefighting with Proactive Problem Management

Posted on Thursday 4 July 2019.

Problem management is an ITSM process which aims to minimize the adverse impact of incidents and problems to the business caused by errors within the IT infrastructure, to prevent the recurrence of incidents related to these errors, and establish the root cause of incidents and initiate actions to improve or correct the situation. Generally speaking, the

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Future Changes for the Service Desk

Posted on Thursday 27 June 2019.

The latest Global Best Practice Standard for Service Desk (version 8) was launched in March this year. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the most pertinent questions which came up about the latest global Best Practice Standard was: ”With a

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A View From The Frontline Report – A Vendor’s View

Posted on Thursday 27 June 2019.

A View From The Frontline Report – A Vendor’s View – Geoff Rees, Director of Sales & Operations, Sunrise   Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers

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Increase IT Service Desk Agent Motivation with Employee Experience Feedback

Posted on Tuesday 25 June 2019.

By Sami Kallio, CEO, HappySignals You’ve probably heard the Richard Branson quote, that “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” But have you ever stopped to think about it from an IT support perspective – with your IT service desk agents

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