Developing the Customer Experience

Posted on Wednesday 21 February 2018.

Will Customer Experience begin the demise of SLAs?

Posted on Friday 16 February 2018.

by Scarlett Bayes, Industry Analyst, SDI   Will Customer Experience begin the demise of SLAs? SDI research shows that customer satisfaction and the customer experience is becoming increasingly relevant with the industry, which has led to the hypothesis that Experience Level Agreements (XLA) will become more commonplace in the near future. Similar to the Service Level

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5 Tips To Run A User-Friendly IT Service Desk

Posted on Tuesday 30 January 2018.

 by Kerry Burgess, Service Desk Assistant Manager at UKN Group People power businesses. We do business with those we get along with. In this age of technology and digital connections, it’s those personal relationships that drive growth and achieve strategic objectives. However, when it comes to delivering client needs and keeping businesses operational, we would

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10 Steps to Self Service

Posted on Wednesday 10 January 2018.

This is part 6 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 steps which are key for providing brilliant service. Of the 10 steps, step 5 focuses on customer communication channels. Keeping up with growing

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Service Desks Talk Digital Transformation

Posted on Friday 15 December 2017.

by Scarlett Bayes, SDI Analyst   SDI and Ivanti hosted a forum for service desk professionals to voice and express their concerns and ideas surrounding Digital Transformation. The purpose of the day was to give a voice to industry professionals that are not usually heard. The day was led by audience group discussion, where participants

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Should vendors and customers spec out after-sales support plans?

Posted on Monday 20 November 2017.

by Scarlett Bayes, Industry Analyst, SDI   There are several aspects of the partnership between service desk professionals and ITSM tool vendors; some centered around the tool itself, and others stem from customer service. Often, problems and frustrations can also arise within a service desk professional’s relationship with their vendor. What are your top 5

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Is Self-Service working for you?

Posted on Friday 3 November 2017.

One of the most common topics discussed at SDI events and Service Desk Manager courses is that of self-service. The technology is nothing new, it’s already in use in a significant portion of the industry, and undoubtedly it will need to be used more in the future to meet customer demand. The business benefits can

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