The Three Elephants in the “AI for IT support” Living Room

by Ann James, Sunrise Software   The SaaS vs Premise debate is a lively one and research conducted earlier this year by SDI and Sunrise unveiled some interesting and often resolute findings, regarding key considerations, benefits and challenges seen in real applications of cloud vs on-premise solutions. Stats unveiled included fairly even adoption of the two

 by Matt Thompson, Infrastructure Consultant at UKN Group Every day, businesses, government agencies, schools, charities, hospitals and thousands of other organisations are attacked through the Internet. Cyber criminals are relentless, often supported by criminal organisations, even foreign powers and countless automated bots probing for security weaknesses. From well-known consumer brands to small businesses and political

When I mentioned turning off email at an SDI event a couple of months ago, the look of sheer joy on some faces and shock on others was the catalyst for this blog.  I started with my current employer just over 12 months ago. The service desk was outsourced and the journey to build an internal

By Scarlett Bayes, Industry Analyst, SDI In Part 1 of this blog we looked at what Enterprise Service Management (ESM) actually is, and how it can benefit a business. We previously discussed that ESM best practice and processes can be implemented throughout a business in order to improve efficiency, effectiveness, and self-service. There are many functions

by Alan Conduct, Head of Support Services at UKN Group   One significant advance for outsourcing providers and their customers has been digital transformation. Whether your company uses outsourcing for HR, accountancy, marketing or IT support, digitalisation has helped to make the outsourcing model more cost effective as well as delivering a better service too.

by Ivor Macfarlane   End users, business colleagues, consumers, customers, or whatever else you wish to call them are increasingly demanding more from the IT services and support they receive from the corporate IT department. Their personal-life, consumer-world, experiences are upping their expectations of services, support, and customer services; with these expectations continually raised by