A View From The Frontline Report – A Vendor’s View
Posted on Thursday 27 June 2019.
A View From The Frontline Report – A Vendor’s View – Geoff Rees, Director of Sales & Operations, Sunrise Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers
Increase IT Service Desk Agent Motivation with Employee Experience Feedback
Posted on Tuesday 25 June 2019.
By Sami Kallio, CEO, HappySignals You’ve probably heard the Richard Branson quote, that “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” But have you ever stopped to think about it from an IT support perspective – with your IT service desk agents
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%
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
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
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