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 ITIL® 4 and modern IT service practices, this standard establishes the blueprint for successful service desk management, equipping leaders with the best practice guidance and benchmarksContinue reading “Service Desk Manager – Professional Standard”
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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?”
Hiring Trends: Are You Looking In The Right Places?
by Karyn Wilkins, Director – Service Desk Resourcing: ITSM Recruitment. SDI Associate. Recruiting the right people is tough – ask any service desk manager with empty seats to fill. Candidates are in short supply and those that you do see, somehow just aren’t quite what you’re looking for. Common feedback we hear at SDI is “the tech skills wereContinue reading “Hiring Trends: Are You Looking In The Right Places?”