Employee productivity is now a top priority for organisations of all sizes and across industries. From an IT service delivery and support perspective, IT leaders must understand how their IT services either help or hinder employee productivity. Sadly, traditional IT service management (ITSM) metrics are unlikely to deliver this insight (with them instead focusing on the “mechanics” of IT operations,Continue reading “Using Human-Centric Experience Data for Better Decision-making”
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Employee Retention: Is the IT Industry Doing Enough to Retain Talent?
The IT industry is going through some exciting changes, with AI, automation, and digitalisation really shaking things up in the workplace. This creates both challenges and opportunities for IT professionals looking to future-proof their careers. But to keep up with emerging technologies, employees must adapt quickly, upskill, and embrace broader responsibilities. So, there are some important questions we need toContinue reading “Employee Retention: Is the IT Industry Doing Enough to Retain Talent?”
AI in Education: Bridging Skill Gaps and Boosting Learning
No one can deny AI is revolutionising many industries, and the education industry is no exception. It’s clear that AI’s role in learning is expanding quickly, and AI is already transforming how we learn and teach. According to some data, the global AI market in education is projected to reach $3.68 billion by 2024. This indicates that AI is transformingContinue reading “AI in Education: Bridging Skill Gaps and Boosting Learning”
Member VIP Lounge – Experience Management
Experience Management: What is it, why do you need it and how to do it? Mark Bewick and Neville Hughes have some serious knowledge when it comes to experience management, customer and employee happiness! In this month’s SDI VIP member lounge, Mark and Neville take a deep-dive into what Experience Management is and why it’s essential you use it. TheyContinue reading “Member VIP Lounge – Experience Management”
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”
Digital Employee Experience Unleashed: Navigating the Evolution of ITSM Tools Through the Decades
Buckle up as we embark on a whirlwind journey through the maze of IT Service Management (ITSM) evolution, with a pit stop in today’s oasis of digital employee experience and a sneak peek into the crystal ball of IT’s future. It’s a story of humble beginnings, dazzling innovations, and, yes, the occasional tech-induced headache. All aboard the ITSM Express, whereContinue reading “Digital Employee Experience Unleashed: Navigating the Evolution of ITSM Tools Through the Decades”
How to Use Feedback to Improve Employee Experience
Gathering employee feedback is one step towards creating a positive feedback culture and a more diverse and inclusive workplace. By engaging in open dialogue with employees, you can identify and address their concerns and implement solutions to enhance their overall experience, satisfaction, and productivity. But gathering feedback alone is not enough! It’s important to truly understand what is being saidContinue reading “How to Use Feedback to Improve Employee Experience”
Creating a Happier Service Desk: Combating Technostress via Leadership and XLAs
By Daniel Breston On March 20th each year, we celebrate the International Day of Happiness. This UN-declared day reminds us that happiness is a human right worth celebrating. The theme for 2024 is “Happier Together.” 🎉 In times of uncertainty and conflict, this theme emphasises the importance of feeling connected to others and being part of something bigger. SDI wants to make serviceContinue reading “Creating a Happier Service Desk: Combating Technostress via Leadership and XLAs”
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”
What Does a Happy Service Desk Look Like In 2024?
Creating and maintaining a positive work environment is crucial for organisations pursuing long-term success. But when it comes to achieving a happy service desk, it’s about more than just resolving technical issues. It’s about building content and a motivated service desk team. But the big question is, how do we create a service desk that is both efficient and happy? Creating aContinue reading “What Does a Happy Service Desk Look Like In 2024?”