Harness The Power Series: People Management

As the global slowdown is thrust upon us, we now have a fantastic opportunity to shine through adversity – to be adaptable, fast and flexible, to start planing for the next better set of opportunities. It’s in these uncertain times that now more than ever, SDI want to support our brilliant ITSM community to stay

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 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 will

By Robyn Fearon, Head of Marketing, SDI They came, they flew apprentices over the office, they made slo-mo batman video’s in the University Library, they dressed up their dogs, they dressed up themselves, they took photos, baked cakes, raised money for charity…(the list goes on) – you all know who you are !  -Service Desk

About Essentra Essentra are a manufacturing organisation with a global footprint. The company, an SDI Corporate Member, operates internationally from headquarters in Milton Keynes, Buckinghamshire. It is listed on the London Stock Exchange and is a constituent of the FTSE 250 Index. The Essentra Challenge Just over three years ago, the decision was made to

…Wales ! A growing number of organisations across Wales are developing, updating and improving their IT service offering through Service Desk Certification (SDC).  There are currently a large number of organisations based in Wales enhancing their service delivery through the SDC programme. Suggesting this small but mighty part of the world truly recognises the benefits of

By Scarlett Bayes, Senior Research Analyst, SDI You’re the superhero, and your customers are the civilians you’re working to save from peril! But instead of saving them from an actual, life-threatening villain, you’re saving them from bad experiences. Customer Satisfaction (CSAT) has long been an important metric for service desks, and we are definitely seeing