About the Author John Noctor, Chief Delivery Officer, SDI. Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s Chief DeliveryContinue reading “Surrounded by Intelligence: Our New Reality “
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Empowering IT Service Desks: Trends, Tools, and Training Insights
In this blog, we’ll explore key findings from our recent 2024 Service Desk Benchmarking Report. This year’s findings highlight significant shifts: despite concerns over automation, 41% of organisations are planning to expand their IT teams. This suggests ongoing demand for skilled professionals amid technological advancements. There’s also a clear shift towards shorter training programs for service desk analysts, potentially indicatingContinue reading “Empowering IT Service Desks: Trends, Tools, and Training Insights”
ITSM Statistics, Facts and Trends for 2024
Let’s dive into some of the latest statistics shaping the future of ITSM. We will cover self-service, knowledge management, employee engagement and productivity, training and development, and emerging technologies. If you’d like to stay at the top of the industry trends, read on to learn more! ITSM Statistics ⭕ According to Fact & Factors, the global market for remote support software isContinue reading “ITSM Statistics, Facts and Trends for 2024”
The Adoption of Generative AI in the Workplace
According to McKinsey research, the adoption of generative AI in the workplace has more than doubled in the past five years, with continued investment. But despite many organisations quickly adopting AI, some still haven’t seen big productivity boosts. Why? Well, extensive training is needed for current and future employees to make the most of these AI tools, which organisations doContinue reading “The Adoption of Generative AI in the Workplace”
Understanding the ITSM Landscape in 2024
In this blog post, we’ll explore how the adoption of new AI technologies is impacting the ITSM industry and dive into some statistics related to the common challenges organisations face. We’ll also take a closer look at cybersecurity trends and the latest trends in improving employee experience in 2024. So, if you’re interested in getting a better picture of howContinue reading “Understanding the ITSM Landscape in 2024”