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? SDI’s brand new ITSM Tools Buyers guide for 2025 is designed to help you navigate the crowded market of ITSM tools and find the best solution forContinue reading “SDI’s Guide to Selecting an ITSM Tool”
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“I Was Just Surviving – Now I’m Leading Again” A Manager’s Story
Managing a Service Desk isn’t just a job – it’s a juggling act. Leading with confidence. Between firefighting issues, handling stretched teams, and keeping customers and stakeholders satisfied, many Service Desk Managers (SDMs) find themselves in survival mode. If this sounds familiar, you’re not alone. In today’s fast-changing IT environment—where hybrid working, AI disruption, and growing expectations are the norm—evenContinue reading ““I Was Just Surviving – Now I’m Leading Again” A Manager’s Story”
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”
How to Empower Customer Service with GigCX
Customer experience and satisfaction are critical to the success of any business. With up to 12 positive experiences needed to make up for a single negative one, it’s clear that exceptional customer service is a must. However, the way we approach customer service is constantly shifting. In today’s fast-paced world, organisations must adapt to emerging trends and challenges to deliverContinue reading “How to Empower Customer Service with GigCX”
From Vision to Execution: Service Desk Strategy Guide
⚡Discover how to create an effective strategy for your service desk! Download this member guide and discover: ✅ What makes a good service desk strategy? ✅ Steps for implementing one ✅ Key factors you should evaluate and assess ✅ Most common questions answered If you want to dive even deeper, let’s chat! 📞 Book a call with John Noctor at a time toContinue reading “From Vision to Execution: Service Desk Strategy Guide”
Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]
Proactive customer service has been at the top of the list of customer service trends for many years. By being proactive in engaging with customers, businesses can improve satisfaction, loyalty, efficiency, and brand image. Although the benefits are obvious, some customer service teams have not fully adopted this approach because of challenges and barriers. In this article, we’ll answer what is proactiveContinue reading “Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]”
Building A Robust Knowledge Base
What is a knowledge base? Simply put, a knowledge base is a collection of knowledge items or articles that can be used by service desk staff when resolving incidents to speed up resolution or prevent escalation. Retaining and sharing knowledge is key to creating an efficient service, reducing call volumes, and improving resolution times. However, the success of knowledge managementContinue reading “Building A Robust Knowledge Base”
Getting Started with Shared Services
What is shared services? Shared Service is the over-arching term for the practice of merging or sharing elements of back-office functions (i.e. IT, HR, Facilities, Finance), whether its processes, tools, best practice, or a physical service desk team. Shared Services can be pertinent to businesses, as the service desk is not the only department within an organisation to offer services,Continue reading “Getting Started with Shared Services”
An Introduction To Change Management
What is change management? 💡 Change management is a necessary part of any IT support function, as over time, aspects of infrastructure and technologies require updating or replacing, and IT needs to introduce new solutions to meet business demands. With the development of industry-disrupting technologies, organisations are transforming at an increasing pace. Furthermore, with the influence of DevOps, agile, andContinue reading “An Introduction To Change Management”