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”
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Avoiding the Next MGM-Style Cyberattack: Lessons from Frank Abagnale
One successful Gen AI attack on your IT Help Desk could destroy your business. Frank Abagnale tells how MGM resorts were attacked and how you can avoid being the next victim. It’s September 2023 and at the iconic Las Vegas hotels Bellagio, Cosmopolitan and Mandalay Bay, guests are suddenly unable to use their key cards or are finding that roomContinue reading “Avoiding the Next MGM-Style Cyberattack: Lessons from Frank Abagnale”
Five Ethical Issues of AI in the Modern Workplace
Humanity is again creating a powerful technology that can do amazing things. In only the last few months, we’ve all witnessed the increasing role of AI across various industries. AI can automate data collection, email responses, undertake software testing, invoicing, customer service, and even help in content creation. There’s no doubt about the positive impact AI already has on many businesses. ButContinue reading “Five Ethical Issues of AI in the Modern Workplace”
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”
Episode 2: Looking for Talent in 2024 and Fighting Talent Shortage
️️️Welcome to the second episode of our podcast, ‘The ITSM Spotlight’, where we uncover the secrets to thriving in challenging times. In this episode, we’re exploring the impact of talent shortages, economic uncertainties, and tech advancements on the workforce in 2024. Learn about strategies for attracting top talent and the rise of skills-based hiring, and discover the must-have IT skills forContinue reading “Episode 2: Looking for Talent in 2024 and Fighting Talent Shortage”
The ITSM Spotlight Podcast by SDI
Welcome to our new podcast: The ITSM Spotlight! Join us every six weeks as we unravel the latest trends, share success stories, and explore the world of technology and the ITSM industry. Whether you’re a tech enthusiast, IT professional, CX leader, a business owner, or just curious about the latest developments in the field, we’ve got you covered. ⚡ Don’tContinue reading “The ITSM Spotlight Podcast by SDI”
AI in ITSM: 62% of Respondents Find AI Integration Challenging
There is a growing trend towards integrating AI-based capabilities within ITSM processes. According to our recent research, 71% of organisations are researching or piloting AI in ITSM, while only 4% have fully integrated AI into their IT service management. These statistics indicate that while many organisations are aware of AI’s potential, full integration is still low. Why? Moving from pilot projectsContinue reading “AI in ITSM: 62% of Respondents Find AI Integration Challenging”
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”