The Maritime and Coastguard Agency (MCA) is set to become the first organisation to undergo a Service Desk Certification (SDC) audit using the newly launched Global Best Practice Standard for Service Desk v9.0. This marks a significant milestone for both the MCA and the wider service management community, underscoring the agency’s commitment to modern, customer-focused, and resilient service delivery. The GlobalContinue reading “Maritime and Coastguard Agency: First Organisation Audited Against the Global Best Practice Standard for Service Desk v9.0”
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Service Desk Manager – Professional Standard
Service Desk Manager (SDM) Professional Standard Service Desk Institute (SDI), in collaboration with PeopleCert—a global leader in the examination and certification industry—has developed and updated the Service Desk Manager (SDM) Professional Standard. Aligned with new ITIL® and modern IT service practices, this standard establishes the blueprint for successful service desk management, equipping leaders with the best practice guidance and benchmarks neededContinue reading “Service Desk Manager – Professional Standard”
F1 Cars, Casio Watches & The Secret Sauce of Digital Success
About the Author John Noctor, SDI’s Chief Customer Success Officer 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 ChiefContinue reading “F1 Cars, Casio Watches & The Secret Sauce of Digital Success”
The Global Best Practice Standard for Service Desk – Version 9
NEW Version 9.0 Available Now The Global Best Practice Standard for Service Desk is one of the most powerful tools available to support your continual improvement journey. Widely adopted around the world and recognised across the IT industry, the Standard offers a detailed best practice model that examines every aspect of service desk operations, including leadership, customer and employee experience,Continue reading “The Global Best Practice Standard for Service Desk – Version 9”
Service Desk Analyst – Professional Standard
Service Desk Analyst (SDA) Professional Standard Service Desk Institute (SDI), in collaboration with PeopleCert – a global leader in the examination and certification industry – has developed and updated the Service Desk Analyst (SDA) Professional Standard. Aligned with new ITIL® and modern IT service practices, this standard establishes the blueprint for high-quality IT support, equipping service desk analysts and teams withContinue reading “Service Desk Analyst – Professional Standard”