Our first Podcast!

Posted on Monday 10 June 2019.

The Case for ITIL®4 Foundation & Service Desk Analyst Training

Posted on Thursday 30 May 2019.

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’



Service Improvement – Taking it up a Notch!

Posted on Tuesday 16 April 2019.

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%



A Service Desk Manager’s Tale: The Journey Back To Wellbeing

Posted on Friday 12 April 2019.

Jamie Bell, Service Desk Specialist, SDI It has almost been a year since I made the biggest career change in my life.   I’ve always had a reputation of being a jolly, sociable person, able to establish effective relationships, and generally quite fun to be around. Yet, I didn’t feel like any of those things



Gender Equality in ITSM: The Stats

Posted on Friday 8 March 2019.

Gender Equality in ITSM: The Stats by Scarlett Bayes, Industry Analyst, SDI Last year, in preparation for a Gender Equality in ITSM event, SDI ran a survey which asked respondents a series of questions relating to their current working environment, previous experiences, and their future outlook in relation to gender equality in the tech industry.



Key Tips for Recruitment and Retention of a Diverse Team

Posted on Thursday 7 March 2019.

Key Tips for Recruitment and Retention of a Diverse Team by Scarlett Bayes, Industry Analyst, SDI Last year, SDI teamed up with Ivanti to host a forum for service desk professionals (both male and female) to discuss their thoughts, concerns, and ideas surrounding Gender Equality in ITSM. Throughout the day, delegates expressed that they struggled



SITS Celebrates 25th Birthday!

Posted on Thursday 21 February 2019.

SITS is celebrating its 25th birthday at ExCeL London this May The countdown for SITS – The Service Desk & IT Support Show has officially kicked off. Europe’s largest event for IT Service Management (ITSM) and Support Professionals will be taking place at a new venue (ExCeL London) on a new date (1-2 May) for



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