Employee Experience from the Business Perspective

Posted on Tuesday 18 June 2019.

By Sami Kallio, CEO, HappySignals In 2019, with a growing focus on the importance of employee experience in IT support, it’s finally time to understand the “bigger picture” – that while IT service desks need to be efficient, they also need to be truly effective in meeting business needs. Importantly, this “meeting of business needs” is

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Our first Podcast!

Posted on Monday 10 June 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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SITS19 – They came, they saw, they conquered… and shared best practice!  

Posted on Friday 31 May 2019.

We saw lots of new and familiar faces at the SITS Show this year! It was brilliant as ever to meet you all at SITS19 and have our visitors contribute to the ‘Top Tips for a Brilliant Service Desk’ blackboard! So many brilliant and innovative ideas were jotted down that we’ve decided to share them

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Global Best Practice and the Customer Experience

Posted on Thursday 30 May 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 key topics that came up was Managing the Customer Experience, which is

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Self Service Adoption in 10 Steps

Posted on Thursday 9 May 2019.

Keeping up with growing customer demand requires maximum efficiency through multiple communication channels. Self-service as a communication channel is rapidly becoming an industry must-have, as it provides customers with the facilities to manage their own service desk interactions and to find answers to common issues. The purpose of a self-service portal is to reduce the cost

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Service Improvement – Taking it up a Notch!

Posted on Tuesday 16 April 2019.

Attention to service improvement has certainly increased in the last year. Competition among service desks from many industries in both public and private sectors is fierce! In the latest ‘view from the frontline’ survey, results demonstrate that 36% of service desks expect to see a greater focus on continual improvement in the industry, and 66%

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