SDI Podcast Episode 2

A View From The Frontline Report – A Vendor’s View – Geoff Rees, Director of Sales & Operations, Sunrise   Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers

By Sami Kallio, CEO, HappySignals You’ve probably heard the Richard Branson quote, that “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” But have you ever stopped to think about it from an IT support perspective – with your IT service desk agents

By Sami Kallio, CEO, HappySignals In 2019, with a growing focus on the importance of employee experience in IT support, it’s finally time to understand the “bigger picture” – that while IT service desks need to be efficient, they also need to be truly effective in meeting business needs. Importantly, this “meeting of business needs” is

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,

The Role of the Service Desk In The Value Chain According to ITIL4, the image above represents a heatmap of the contribution of the service desk to value chain activities. It shows the steps an organisation undertakes in the creation of value, with each activity transforming inputs into outputs. You will notice that the ‘Engage’

Attention to service improvement has certainly increased in the last year. Competition among service desks from many industries in both public and private sectors is fierce! In the latest ‘view from the frontline’ survey, results demonstrate that 36% of service desks expect to see a greater focus on continual improvement in the industry, and 66%