Driven to distraction: How can we tackle our waning attention spans?

Posted on Monday 1 February 2021.

Blog post by Scott McArthur Our collective attention span is disappearing as more and more channels of information make demands on our time. This is unlikely to change, so how can organisations respond, asks Scott McArthur? Do I have your attention? I don’t take for granted for one minute that I do. Or perhaps a



Back To The Future With Jason Bradbury

Posted on Monday 1 February 2021.

High powered, driven by octane, The Gadget Show’s Jason Bradbury speaks at SDI21 Live & Interactive! Compelling, high powered and charismatic celebrity ‘future of tech speaker’ Jason Bradbury joins us live on Tuesday 16th March 2021 at 3.35pm to talk us through “The Future is Now! A Refreshing Take on AI and Technology”. Jason is



How To Manage Your Team If You Are Working From Home

Posted on Monday 23 March 2020.

By Zena Everett, SDI21 Keynote speaker, Author: ‘Crazy Busy’ & ‘Mind Flip: Take the Fear out of your Career’   I’ve been asked for productivity tips by Managers who aren’t used to working from home. They are keen to use this time to remain productive, take advantage of some gaps in their calendar and perhaps



It’s Time to Shift Your Service Desk to the Left

Posted on Tuesday 25 February 2020.

By Stuart Perkins, a GBS Service Management Architect at Smith and Nephew At this year’s annual SDI conference – SDI20 – I’ll be presenting on Smith and Nephew’s Global Business Services function, focusing on our “Shift-Left” strategy. Executed well, Shift-Left has steered us towards the “promised land” – maximising customer satisfaction levels while reducing support



How New Ways of Working Can Help Improve Team Performance

Posted on Tuesday 25 February 2020.

By Sundeep Singh, Digital Service Manager working at Co-operative Trading Group & SDI21 speaker How do you keep your teams happy and performing well whilst balancing busy workloads, priorities and keeping up with demands of transformation and change? Start with culture. More and more IT service teams are working closer with those developing products and



The Metrics Hierarchy in IT Service & Support 

Posted on Monday 17 February 2020.

by Jeff Rumburg, MetricNet   The Metrics Hierarchy – Your Guide To Getting Started   Today’s service and support technologies make it easy to capture copious amounts of performance data.  Most IT service desk managers can tell you everything from last month’s ticket volume to yesterday’s average handle time.  But despite all the data that service desk managers have



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