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
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
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