SDC Archives

The Road To World Class: How Runshaw Became The 1st Educational Organisation to Achieve 5 Star Certification

A group of sixteen people, most wearing dark shirts and lanyards, pose outdoors in sunlight as two at the front hold a glass award celebrating their Educational Organisation Achieve 5 Star Certification. Trees and a white building are visible in the background.

How does a College based in Lancashire UK, become the first academic institution and public sector organisation to achieve ‘World – Class’ Service Desk Certification status? How did the IT Services department go from “uncertifiable” to 5-Star, and what impact and value has this created?

Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk

Six people pose and smile together indoors; three are seated at a table in the front, and three stand behind them. The modern office with large windows hints at a collaborative space, much like how Domino’s built a high-performing service desk.

What if your Service Desk could be more than a support function? What if it could be recognised as a high-performing team that leads change, delights customers, and earns respect across the business? This is the story of how Domino’s built a high-performing, customer-obsessed Service Desk. A journey that the Domino’s Pizza team began when they joined SDI’s Service DeskContinue reading “Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk”

Proving ROI in ITSM: Millions Saved While Productivity Is Transformed

A person in a white shirt is working at a desk with financial documents, using a calculator and holding a pen—proving ROI in ITSM as sunlight streams through large windows in the background.

Proving ROI in ITSM: Millions Saved While Productivity Is Transformed… The most successful CIOs aren’t just running IT services; they’re proving measurable business value and building trust at the highest levels of the organisation. Even the best IT leaders know the numbers alone don’t always tell the full story. For example hitting SLAs doesn’t matter if costs are rising, productivityContinue reading “Proving ROI in ITSM: Millions Saved While Productivity Is Transformed”

The Blueprint- SDI’s Global Best Practice Standard, Version 9.0

A framed poster titled Blueprint for a Brilliant Service Desk, inspired by The Blueprint SDI's Global Best Practice Standard, features blue and white text on a green wall next to a leafy plant. It displays sections and diagrams about service desk best practices.

The Blueprint of SDI’s Latest Global Best Practice Standard for Service Desk (V9) Looking to take your service desk to the next level? This Blueprint of SDI’s Global Best Practice Standard is your starting point. Widely adopted around the world and recognised across the IT industry, the Best Practice Standard offers a detailed best practice model that examines every aspect ofContinue reading “The Blueprint- SDI’s Global Best Practice Standard, Version 9.0”

5 Proven Ways to Optimise Your IT Service Operation (That Most Teams Overlook)

At SDI, we believe Service Desks should shine and be recognised. Whether you’re leading a small internal support team or a large-scale IT operation, your goal is the same: To deliver brilliant customer experiences that support people, empower business outcomes, and prove the real value of IT. The aim of this blog is to establish, enhance, and support Service Desk teams in deliveringContinue reading “5 Proven Ways to Optimise Your IT Service Operation (That Most Teams Overlook)”

Is Your AI Strategy Where It Should Be?

A plant with green leaves and purple flowers is overlaid with digital circuit patterns and technology icons, prompting the question: Is Your AI Strategy Where It Should Be?—a vivid symbol of nature blending seamlessly with innovation.

Find out in just 5 minutes if your AI strategy is where it should be – and lead the change For CIOs, Heads of IT, Service Delivery and Service Desk Managers, AI presents both a promise and a pressure. The promise: Greater efficiency, faster resolution, better experiences for users and staff.The pressure: Uncertainty around how to implement it, how toContinue reading “Is Your AI Strategy Where It Should Be?”

From Uncertified to World-Class: Why Every IT Leader Should Start the SDC Journey Now

A group of 18 people, wearing matching dark shirts with ID badges, pose outdoors on steps. Two in front hold a glass trophy celebrating their certification for service desk excellence. They are smiling, with sunlight and trees visible in the background.

“Achieving Service Desk Certification (SDC) 5-star status once felt like a pipe dream… but we proved it’s about mindset, not size.”— Alex Harding, Head of IT Services, Runshaw College In a time when digital services underpin every aspect of business and daily life, the Service Desk has never been more important – or more scrutinised. Service Desk Managers and ITContinue reading “From Uncertified to World-Class: Why Every IT Leader Should Start the SDC Journey Now”

How Domino’s Pizza Built a High-Performing, Customer-Obsessed Service Desk

Four people in business attire sit together, smiling and enjoying slices of pizza in a casual office setting—perhaps discussing how Domino’s built a high-performing service desk during their break or informal meeting.

World Class 5-star Service Desk Accreditation to Microland and Clifford Chance

🎉 SDI is delighted to announce that the Microland and Clifford Chance Service Desk has secured the prestigious SDI Service Desk Certification 5-star ‘World Class’ status for the first time. This outstanding achievement not only underscores Microland’s and Clifford Chances’ unwavering commitment to delivering exceptional services but also serves as a shining example of the tangible benefits of the SDI Certification journey. This accreditation recognises Microland’sContinue reading “World Class 5-star Service Desk Accreditation to Microland and Clifford Chance”

Member VIP Lounge – The Auditor vs. The Audited

A man in a grey suit and red tie is sitting at a desk, reading one document whilst writing on another clipped to a clipboard, focused on his service desk certification journey in a bright, modern office.

What are the most significant improvements inspired by the service desk certification journey? Watch this interview to gain great insight into the secrets of a real-life Service Desk Certification (SDC) journey! Join John Noctor (auditor) and Andy Gant of Runshaw College (audited) discuss the steps Runshaw College took to become the first and only college in the world to achieveContinue reading “Member VIP Lounge – The Auditor vs. The Audited”

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