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

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Did you know your analysts could be secret sales people?

Posted on Wednesday 16 January 2019.

by Jamie Bell, Service Desk Specialist, SDI   The aim of this blog is to provide some insight into how a Service Desk Analyst may be able to add extra value to an organisation by utilising the knowledge, relationships, and experiences they have established. My background includes over a decade within Managed Service Providers, so

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A Journey to Continual Service Improvement

Posted on Tuesday 11 December 2018.

About NTT DATA NTT DATA is a leading IT services provider and global innovation partner with business operations in over 40 countries. NTT DATA offers a number of IT and system integration services, application development, big data, cloud solutions, digital, enterprise application services, infrastructure services, outsourcing services, technology solutions and consultancy services. The service desk

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Shared Services: An Overview 

Posted on Tuesday 20 November 2018.

by Scarlett Bayes, Industry Analyst, SDI If ‘Shared Services’ is something you’re hearing mentioned more and more but you’re not totally sure what it’s all about, this quick overview is for you. Shared Services: What is it? Shared Service Management is the over arching term for the practice of merging or sharing elements of back office functions (i.e. IT, HR,

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Top BYOD risks, and how you can mitigate against them

Posted on Tuesday 9 October 2018.

Bring your own device (BYOD) is a relatively recent trend (c. 2009) in behaviour where employees use their own mobiles, iPads, and laptops at work, for work. Often it’s because the technology they own is more advanced than the hardware your average IT department would deploy. Many IT departments struggle to keep right up to

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Business Goals are the Start not the End, by Ryan Ogilvie

Posted on Thursday 27 September 2018.

One challenge always seems to exist for IT Support teams as they look to improve service delivery: How to make lasting improvements that add value. The reason that this becomes a challenge in the first place stems from the fact that many support organizations look at support from the internal perspective only. While doing this

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