Service Desks Talk Digital Transformation

Posted on Friday 15 December 2017.

by Scarlett Bayes, SDI Analyst   SDI and Ivanti hosted a forum for service desk professionals to voice and express their concerns and ideas surrounding Digital Transformation. The purpose of the day was to give a voice to industry professionals that are not usually heard. The day was led by audience group discussion, where participants

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Should vendors and customers spec out after-sales support plans?

Posted on Monday 20 November 2017.

by Scarlett Bayes, Industry Analyst, SDI   There are several aspects of the partnership between service desk professionals and ITSM tool vendors; some centered around the tool itself, and others stem from customer service. Often, problems and frustrations can also arise within a service desk professional’s relationship with their vendor. What are your top 5

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Undercover Analyst

Posted on Thursday 3 August 2017.

We sent our Industry Analyst, Scarlett Bayes, on our ever popular Service Desk Analyst course to give her an insight to the role of a Service Desk Analyst and to allow her to research and create topics that are relevant and a true reflection of what the service desk requires. Not only did she receive

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Service Desk Of The Month – Atomwide

Posted on Thursday 5 January 2017.

January’s Service Desk of the Month features SDI member Atomwide telling us all about what everyday life is like as part of their service desk team. What types of customers do you support? What are their technical abilities and what common incidents do you receive? Atomwide supplies its own bespoke managed IT services to the

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SDI Coffee Break – Automation in IT Support, Episode 2 Part 3

Posted on Monday 12 December 2016.

In the final video of this 3 part Coffee Break episode our panel discuss some practical tips and considerations for service desks dealing with the challenges of managing and working within a support operation that incorporates more and more automated processes and functions.  Watch the first part here. The report Ollie refers to in this episode

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