How Can Service Desk Managers Evolve The Customer Experience?

Posted on Thursday 10 December 2020.

If you’re a Service Desk Manager or you’re involved with enhancing the efficiency & motivation of your teams, how can you continue to do this during the pandemic?   Managing an IT service desk can be very challenging and daunting at the best of times, and even more so when considering the everchanging landscape and



Harness The Power Series: The Service Desk Assessment

Posted on Wednesday 18 December 2019.

Harnessing The Power of The Service Desk Assessment Harness the Power is a blog series written by ITSM experts and authors. The series will focus on 5 of the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler



SDI Podcast Episode 4

Posted on Tuesday 19 November 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, and



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,



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



Being Bold and Aiming High: How a top performing MSP stands out from the rest

Posted on Monday 3 December 2018.

Being Bold and Aiming High: How a top performing MSP stands out from the rest By Todd McQuilkin, Chief Executive Officer (CEO), Air IT Operating to standard frameworks and achieving ISO compliance can be difficult, but it’s a basic requirement in our marketplace. You must have those badges on your website and marketing just to



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