A Journey to Continual Service Improvement

Posted on Tuesday 11 December 2018.

Gentera’s IT Service Achieves SDI’s 3 Star Service Desk Certification

Posted on Wednesday 17 October 2018.

Leading financial inclusion company Gentera, based in Mexico, Peru and Guatemala, is the first organisation in Latin America to achieve a 3 star Certified Service Desk status. Unique entrepreneur group, Gentera has 28 years experience in offering financial support services to disadvantaged communities with the aim of improving quality of life and promoting development opportunities. Formed in 1990, Gentera’s

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Getting to Know Global Best Practice

Posted on Friday 12 October 2018.

Getting to Know Global Best Practice Best practice is constantly evolving and changing. Here at SDI we are fortunate enough to have a network of global partners and service desk professionals along with 30 years of experience within our fantastic ITSM industry. Our passion to share best practice as it continuously evolves is the driving force behind our

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IT Service Week Awards 2018

Posted on Wednesday 10 October 2018.

The week of 1st – 5th October saw this year’s IT Service Week spread some magic and a cast a spell over the ITSM community… This year’s IT Service Week (ITSW) celebrations were inspired by the theme of ‘Magic’ which a number of service desks and IT professionals took part in. ITSW is an online,

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CX: Delivering Happiness – The Series, Part 5

Posted on Tuesday 2 October 2018.

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

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CX: Delivering Happiness – The Series, Part 4

Posted on Monday 10 September 2018.

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

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Reconnect with Service: Part 2 of 2

Posted on Wednesday 5 September 2018.

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

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