SDI Podcast Episode 3

Posted on Monday 9 September 2019.

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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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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Key Tips for Recruitment and Retention of a Diverse Team

Posted on Thursday 7 March 2019.

Key Tips for Recruitment and Retention of a Diverse Team by Scarlett Bayes, Industry Analyst, SDI Last year, SDI teamed up with Ivanti to host a forum for service desk professionals (both male and female) to discuss their thoughts, concerns, and ideas surrounding Gender Equality in ITSM. Throughout the day, delegates expressed that they struggled

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Delivering business value through the Service Desk today and tomorrow

Posted on Friday 23 November 2018.

Does your service desk create real business value and deliver a brilliant customer experience? By creating a culture of success at the service desk through best practice, motivation, engagement, development and continual service improvement, you can. To help you do that, Service Desk Institute’s best practice standard for service desks, can help you create the

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Making Sense of Metrics and Reporting

Posted on Monday 9 July 2018.

One of the most commonly asked questions from service desk managers is “What should I be reporting on?” Senior management and even customers aren’t always clear about what they need to know or focus on a very narrow set of KPIs, for example, performance within SLA doesn’t necessarily mean you have happy customers. Quite often

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The 9 Best Practices of a High Performing Service Desk

Posted on Thursday 7 June 2018.

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

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