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%

Read More



Double Award Finalists Allstate Northern Ireland Reveal Their Key To Success!

Posted on Tuesday 12 March 2019.

Allstate Northern Ireland are finalists in 2 brilliant categories this year – ‘Best Service Desk’ and ‘Best Service Improvement Project’. We had the chance to ask them a few questions about their awards experience so far, and what their key to success is!   What made you decide to enter the awards? We are proud

Read More



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

Read More



Fujitsu talk being an award finalist & how they improved their service desk in 2018

Posted on Monday 4 March 2019.

Best Service Improvement Project 2019 is a brand new award for 2019 – our award finalists Fujitsu have kindly taken the time to answer a few of our questions ahead of the IT Service & Support Awards this month. Good luck guys! What made you decide to enter the awards?   Fujitsu are members of SDI

Read More



We are updating The Global Best Practice Standard for Service Desk

Posted on Wednesday 6 February 2019.

By Jamie Bell, Service Desk Specialist at SDI. Here at the Service Desk Institute, we are responsible for the development, upkeep and integrity of The Global Best Practice Standard for Service Desk (Best Practice Standard). The Best Practice Standard is a set of criteria that provide a clear and measurable benchmark for service desk operations.

Read More



The Metrics Hierarchy in IT Service & Support 

Posted on Wednesday 5 December 2018.

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

Read More



MESSAGE US
close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.
X