Continual improvement isn’t about making one big change. It’s about building on success year after year, making improvements, and using insight to deliver better services. That’s exactly what Betsi Cadwaladr University Health Board (BCUHB) has achieved through its ongoing Service Desk Certification journey with SDI. Following its third surveillance audit, BCUHB has successfully retained its 4-Star Business-led Service Desk Certification,Continue reading “How Betsi Cadwaladr University Health Board Strengthened Service Excellence Through Continual Improvement”
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Five Years of Continual Improvement: Ulster University Achieves 4-Star Service Desk Certification
When we see organisations achieve a high Service Desk Certification rating, it’s easy to focus on the end result, the score, or the recognition. But the real story is everything that happens along the way. Ulster University’s certification journey demonstrates the long-term value of regularly assessing performance, measuring maturity and using independent feedback to guide improvement initiatives. What also makesContinue reading “Five Years of Continual Improvement: Ulster University Achieves 4-Star Service Desk Certification”
King’s Service Centre’s Improvement Journey: Raising Certification Scores Year on Year
Inside King’s Service Centre’s Continual Improvement Journey: Raising Service Desk Certification Scores Year on Year Achieving Service Desk Certification is one thing. Continually improving your scores, strengthening service maturity, and driving higher standards year after year is something else entirely. That’s exactly what King’s Service Centre (KSC), the technology support operation behind King’s College London, has demonstrated through its ongoingContinue reading “King’s Service Centre’s Improvement Journey: Raising Certification Scores Year on Year”
The Road To World Class: How Runshaw Became The 1st Educational Organisation to Achieve 5 Star Certification
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
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
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
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?
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
“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”