Harnessing The Power of The Service Desk Assessment

Posted on Wednesday 18 December 2019.

By John Noctor, Associate and Lead Auditor Service Desk Institute As a trainer, consultant and auditor for the SDI, I am often asked about the benefits of going down the route of Service Desk Certification (SDC) and, in particular, how taking the Assessment will be of value to the service desk and wider IT organisation.

Read More



Follow the sun with Essentra: A journey to success

Posted on Tuesday 10 December 2019.

About Essentra Essentra are a manufacturing organisation with a global footprint. The company, an SDI Corporate Member, operates internationally from headquarters in Milton Keynes, Buckinghamshire. It is listed on the London Stock Exchange and is a constituent of the FTSE 250 Index. The Essentra Challenge Just over three years ago, the decision was made to

Read More



ITSW19 – Thoughtful Thursday: CX Strategy

Posted on Thursday 5 December 2019.

By Scarlett Bayes, Senior Research Analyst, SDI You’re the superhero, and your customers are the civilians you’re working to save from peril! But instead of saving them from an actual, life-threatening villain, you’re saving them from bad experiences. Customer Satisfaction (CSAT) has long been an important metric for service desks, and we are definitely seeing

Read More



ITSW19 – Ways of Working: DevOps

Posted on Wednesday 4 December 2019.

By Scarlett Bayes, Senior Research Analyst, SDI What do Marvel Superheroes, like DareDevil and Captain America have in common? ….Dare-DevOps! Consider the Avengers: The first things that spring to mind are teamwork, unique skillsets, and supportive culture. Well, that and Thor’s impeccably chiseled godly body. However, by Captain America: Civil War, the team are clashing

Read More



Endava Certify as ‘World Class 5 Star Service’

Posted on Tuesday 3 December 2019.

Following Endava’s  Service Desk Certification (SDC) Surveillance Audit in November 2019, they have achieved a fantastic ‘World Class’ 5-star Certification!   With only two other companies in the world achieving this level of Certification (CGI and O2 Telefonica) Endava is now part of the top 3 Service Desks in the world. 5-Star Certification defines the

Read More



SDI Podcast Episode 3

Posted on Monday 9 September 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,

Read More



MESSAGE US
close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.
X