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Our next Service Desk Manager Certification Course is 8-11 December 2025

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The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]

There is a growing importance of CX leadership in driving business success. According to McKinsey analysis, companies in the United States that are leaders of CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021.   As customer experience expectations rise, so does the pressure on leaders to demonstrate their impact. To stay ahead of theContinue reading “The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]”

Bridge the Gap: How to Improve Collaboration Between IT Support Levels

Enhancing collaboration among IT support levels is crucial for improving service delivery and boosting customer satisfaction. But there are some challenges that often hinder effective collaboration between different support levels. This article will explore: ➡️ What are the five IT support levels? ➡️ What are the common challenges between IT support levels? ➡️ The importance of enhanced collaboration   WhatContinue reading “Bridge the Gap: How to Improve Collaboration Between IT Support Levels”

Questions to Ask Before (and After) Implementing an IT Self-Service Portal

If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how that support team function, right? When today’s end-users try to solve an issue, they usually want two things. First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support team to provide answers. Often, that meansContinue reading “Questions to Ask Before (and After) Implementing an IT Self-Service Portal”

Learn How to Master Customer Interaction with Our Head of Training

At SDI, our commitment to excellence includes recruiting outstanding professionals. This year, we welcomed Kylie Hamilton as our new Head of Training & Development. Since joining, she has quickly become an invaluable team member, bringing fresh perspectives and expertise to our training programs. One of Kylie’s recent achievements includes passing the ITIL 4 Foundation exam with a perfect score ofContinue reading “Learn How to Master Customer Interaction with Our Head of Training”

How to Elevate Digital Transformation and Customer Experience in Modern Service Desks

IT service desks are transitioning from a reactive problem-solving approach to a proactive, value-driven partner in enhancing customer experience. But this shift is not just a trend – it’s essential for meeting the growing demands of today’s customers.   🔗 Download Wanstor’s insightful report here – and get reliable expert insights.   The Wanstor report ‘From Fixers to Futurists’ outlines five keyContinue reading “How to Elevate Digital Transformation and Customer Experience in Modern Service Desks”

Member VIP Lounge – Designing and Delivering Experience in 2023

how to design and deliver effective experiences? ‘Experience’, whether digital or specific to the workplace, customer or employee – means something different to everyone. So how do you manage it? What are the goals, and how do you know when you get there? How do you know where you’re starting from? Catch up on this excellent Member Exclusive Session –Continue reading “Member VIP Lounge – Designing and Delivering Experience in 2023”

Service Desk Essential Handbook

This service desk handbook is your essential guide to a brilliant service desk, according to the latest Global Best Practice. It lays out the description and maturity level for all of the 138 criteria from the Global Best Practice Standard for Service Desk (Best Practice Standard). From analysts to CIOs, professionals at all levels can use the detail and expert knowledge inContinue reading “Service Desk Essential Handbook”