Our first Podcast!

Posted on Monday 10 June 2019.

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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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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Service Desk Journeys: University of Glasgow Part 2

Posted on Thursday 23 August 2018.

Mark Temple, IT Service Project Manager Hi All, Apologies for the delay in getting the second instalment out, but as you can imagine, it’s been a busy old time at the University – Enterprise Service Management systems don’t just design and configure themselves, especially when you’re dealing with multiple lines of business. Before I go

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Avoiding Burnout: reducing stress and increasing job satisfaction

Posted on Wednesday 8 August 2018.

by Scarlett Bayes, Industry Analyst, SDI   I attended a BCS event recently titled Bots, Burnout, and Blame, presented by Matthew Bellringer, founder of Meaningbit. Matthew detailed what burnout is, what causes it, changes individuals can make in their work environment to avoid burnout, and how organisations can begin to break the culture which can

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Service Desk Journeys: University of Glasgow

Posted on Thursday 5 July 2018.

Mark Temple, IT Service Project Manager A bit about me I’ve worked at the University of Glasgow for the past 27 years, the first 12 of these as a Motor Mechanic, so like many people, I had a real job before I got into IT Service Management…  just kidding. My current role is varied to

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DevOps and the Impact Outside IT: Ask the Experts

Posted on Tuesday 19 June 2018.

by Scarlett Bayes, Industry Analyst, SDI   My previous blog theorised the ways in which DevOps thinking can impact the service desk, but this got me thinking about how IT departments following a DevOps approach will communicate with other teams and business factions. For this, I wanted to ask some DevOps experts who have experienced

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