ITSW19 – Thoughtful Thursday: CX Strategy

Posted on Thursday 5 December 2019.

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



ITSW19 – Ways of Working: DevOps

Posted on Wednesday 4 December 2019.

By Scarlett Bayes, Senior Research Analyst, SDI What do Marvel Superheroes, like DareDevil and Captain America have in common? ….Dare-DevOps! Consider the Avengers: The first things that spring to mind are teamwork, unique skillsets, and supportive culture. Well, that and Thor’s impeccably chiseled godly body. However, by Captain America: Civil War, the team are clashing



Endava Certify as ‘World Class 5 Star Service’

Posted on Tuesday 3 December 2019.

Following Endava’s  Service Desk Certification (SDC) Surveillance Audit in November 2019, they have achieved a fantastic ‘World Class’ 5-star Certification!   With only two other companies in the world achieving this level of Certification (CGI and O2 Telefonica) Endava is now part of the top 3 Service Desks in the world. 5-Star Certification defines the



SDI Podcast Episode 4

Posted on Tuesday 19 November 2019.

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, and



We’re excited to announce the IT Service & Support Awards 2020 Shortlist!

Posted on Tuesday 12 November 2019.

We’ve had a record number of award entries for the IT Service & Support Awards 2020 this year and the judges were very impressed with the level of all entries received! We’re delighted to announce the 2020 shortlist below, who will present to the judges in person on Thursday 14th November in Birmingham. We would



SDI Podcast Episode 3

Posted on Monday 9 September 2019.

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,



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