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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IT Service Delivery Manager: Role, Skills, Tools and KPIs
An IT Service Delivery Manager is responsible for making sure IT services are stable, responsive, measurable and aligned with business needs. The role sits at the point where operational delivery, customer experience, service improvement and stakeholder management come together, making it central to high-performing support organisations. What The Role Means An IT Service Delivery Manager leads the day-to-day performance and continual improvement of IT services, oftenContinue reading “IT Service Delivery Manager: Role, Skills, Tools and KPIs”
Incident Management Tools: Capabilities, Best Practice and How to Choose
Incident management tools play a central role in restoring service quickly, coordinating teams clearly and giving organisations the visibility they need to improve over time. The best tools do not replace process discipline, but they do make it much easier to route work correctly, manage urgency, communicate clearly and learn from disruption. Why Incident Tools Are Important The job of incident tooling is to enable the entireContinue reading “Incident Management Tools: Capabilities, Best Practice and How to Choose”
Enterprise Service Management Software: Extending ITSM Practices Across the Business
Enterprise Service Management Software: Taking ITSM Practices Business-Wide Enterprise Service Management (ESM) software extends proven service management practices to other enterprise functions, such as HR, Facilities, Finance, Legal, and internal service groups, bringing service management to the enterprise with a consistent approach to requests, workflows, knowledge, and employee experience management. If an organisation is familiar with ITSM, then ESM isContinue reading “Enterprise Service Management Software: Extending ITSM Practices Across the Business”
The Happiness Effect
How Joyful Service Desks Create Exceptional Experiences
15 CPD Points at SDI Conference
Spark27: The SDI Conference Earns Attendees 15 CPD Points for their ITIL Certifications The Service Desk Institute (SDI) is thrilled to announce that Spark27: The SDI Conference continues to deliver fantastic value to attendees by offering the opportunity to earn 15 Continuing Professional Development (CPD) points for their ITIL certifications. This significant point of difference ensures ITIL certification holders canContinue reading “15 CPD Points at SDI Conference”
We’re Delighted To Announce Our SDI Awards 2026 Finalists
We are thrilled to announce the finalists for the SDI Awards 2026! This year’s entries have shown outstanding dedication, innovation, and heart from across the service desk and support community. Our judges were truly inspired by the exceptional achievements shared, making every decision both exciting and incredibly challenging. A huge congratulations to all our finalists — your hard work andContinue reading “We’re Delighted To Announce Our SDI Awards 2026 Finalists”
We’re Delighted To Announce Our SDI Awards 2026 Shortlist
We’re delighted to announce the shortlist for the SDI Awards 2026! This year’s entries showcased incredible dedication, innovation, and passion within the service desk and support community. The judges were truly impressed by the quality of submissions, making the selection process both inspiring and challenging. Our shortlisted finalists will be presenting to the judging panel virtually from Monday, October 13th.Continue reading “We’re Delighted To Announce Our SDI Awards 2026 Shortlist”
Escape the Cubicle (or Home Office)!
6 Fun Reasons To Get Away From Your Service Desk Whether you’re staring at the same four walls in the office or in your home office, even the most passionate ITSM professionals need a change of scenery now and then. That’s why getting out to attend a Service Desk Institute (SDI) event is more than just a break—it’s an opportunity!Continue reading “Escape the Cubicle (or Home Office)!”
The Future of Customer Service: How GigCX Is Redefining Customer Experience
Customer experience and satisfaction are critical to the success of any business. Research shows it can take up to 12 positive experiences to make up for just one negative one, proving that exceptional service isn’t optional; it’s essential. But customer expectations, technology, and work models are evolving fast. Traditional contact centres can struggle to keep up. That’s where GigCX, or Gig Customer Experience, comes in. By harnessing the power ofContinue reading “The Future of Customer Service: How GigCX Is Redefining Customer Experience”