Choosing the right ITSM tool is crucial for improving operational efficiency and aligning with your organisation’s needs and goals. But before you dive into the sea of available ITSM tools, you need a structured tool selection process. It’s essential to understand your organisation’s specific goals, challenges, and priorities. How do you choose the best ITSM tool? The ITSM software selectionContinue reading “A Comprehensive Guide to ITSM Tool Selection”
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How To Choose an ITSM Tool: Common Mistakes You Should Avoid
When it comes to choosing an ITSM tool, making the right decision is crucial for long-term success. But how do you choose the right solution from so many options available on the market? Too often, organisations focus solely on a tool’s features, overlooking key aspects like usability, support, human factors, or vendor reliability. Remember, not being thorough in the selectionContinue reading “How To Choose an ITSM Tool: Common Mistakes You Should Avoid”
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”
From Reactive to Proactive: The Role of ITSM Automation in Transforming Service Delivery
In an ever-evolving digital landscape, contactless technology and self-service solutions have emerged as game-changers, revolutionising the way we interact with the world around us. From payment systems to access control and customer service, the adoption of these technologies is rapidly reshaping our daily experiences. What is Contactless Technology? Contactless technology encompasses a range of applications that enable transactions or interactionsContinue reading “From Reactive to Proactive: The Role of ITSM Automation in Transforming Service Delivery”
CGI’s Success Story: 12 Years of Excellence with World Class Status
We’re delighted to share the fantastic news that CGI UK’s service desk has secured the prestigious SDI 5-star ‘World Class’ status for an impressive twelfth consecutive year. After completing three days of rigorous auditing by our SDI Certification team, CGI’s service desk once again achieved the highest score ever awarded in the Service Desk Certification (SDC)programme– a remarkable 99.99%! Continue reading “CGI’s Success Story: 12 Years of Excellence with World Class Status”
How To Create Brilliant Surveys – Guide
We all know how important it is to gather customer feedback. Taking the temperature and pulse of our customer base is one of the key indicators of success for our service desk, and many of us rely on surveys to understand how the customer feels. Something that can often get lost along the way, is that it’s incredibly important toContinue reading “How To Create Brilliant Surveys – Guide”