CX: Delivering Happiness – The Series, Part 2

A very proud day today for ReAssure’s IT Support Service Desk In April 2018, the IT Service Team at ReAssure undertook their first audit as part of the Service Desk Certification programme following a year long service improvement programme following SDI’s initial assessment in March 2017. The result of the audit, which benchmarked ReAssure against

CX: Delivering Happiness SLA’s are vital to documenting customer requirements, KPI’s firmly have their place in service performance monitoring, but make sure you don’t fall into the data trap! The trap which involves losing sight of the ultimate aim behind any good service; not only to recognise that your focus is on the customer, but

SDI regularly audits some of the best service desks in the world against the Global Best Practice Service Desk Standard. Service desks are measured against 9 key concepts which include metrics, customer experience and leadership among others. This presentation, the first of its kind, looks at the highest performing service desks in each of these

The Naked Service Desk Series – what did we learn? The concept of the ‘Naked Service Desk’ is a great way to approach service improvement, no matter what level your service is currently operating at. Released in September 2017 the original Naked Service Desk blog (part 1) explored how to strip back the service desk

In the summer of 2017 London Metropolitan University began the exciting process of Service Desk Certification, the globally recognised accreditation programme which benchmarks an IT service operation against the SDI best practice Standard. The first stage of the Service Desk Certification (SDC) programme is an initial service desk assessment by an experienced SDI auditor to

By Carla Thornley, SDI However large or small your service operation, working towards service desk certification is a big commitment and a long and challenging process. As anyone who has participated in the program will attest, to achieve certified status is often a huge relief and always a cause for much celebration! For multi-site, global