Shaping the Future of Service and Support: A Conversation on Automation and Bots In this recorded Member VIP session, Jeff Rumburg, Managing Partner at MetricNet, and David Wright, SDI’s Chief Value & Innovation Officer, engage in a dynamic discussion about the role of automation and bots in shaping the future of service desks: ✔️ Discover the pivotal role of automationContinue reading “Member VIP Lounge – Shaping the Future of Service and Support”
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Service Desk Essential Handbook
This service desk handbook is your essential guide to a brilliant service desk, according to the latest Global Best Practice. It lays out the description and maturity level for all of the 138 criteria from the Global Best Practice Standard for Service Desk (Best Practice Standard). From analysts to CIOs, professionals at all levels can use the detail and expert knowledge inContinue reading “Service Desk Essential Handbook”
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”
Webinar: AI Chatbots – Friend or Foe
Artificial Intelligence Can Improve Your Service Desk Delivery Artificial Intelligence can improve your Service Desk delivery without it becoming a hindrance to IT. A properly laid out AI Chatbot project can significantly enhance Service Management effectiveness by exposing, categorizing, and organizing your ITSM data. When exposed and further enriched with machine learning, natural language processing, and sentiment analysis, this informationContinue reading “Webinar: AI Chatbots – Friend or Foe”
Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg
Creating Affordable Benchmarks for Service Desks Personalised Benchmarks cost too much. That’s right… they’re simply too expensive! That’s why SDI and MetricNet have joined forces. Together, SDI and MetricNet believe that benchmarks are an indispensable tool that should be affordable to all managers. In this webinar we spoke with Jeff Rumburg, Managing Partner at MetricNet, to talk about what youContinue reading “Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg”
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]”
From Vision to Execution: A Comprehensive Service Desk Strategy Guide
By John Noctor, SDI Chief Delivery Officer As a consultant and auditor, one of the biggest challenges I find service desks face is creating a robust and meaningful strategy. I think the word “strategy” itself creates a mistaken sense of complexity and difficulty — and that really isn’t the case. All we are looking for is something to show you knowContinue reading “From Vision to Execution: A Comprehensive Service Desk Strategy Guide”
What Does a Happy Service Desk Look Like In 2024?
Creating and maintaining a positive work environment is crucial for organisations pursuing long-term success. But when it comes to achieving a happy service desk, it’s about more than just resolving technical issues. It’s about building content and a motivated service desk team. But the big question is, how do we create a service desk that is both efficient and happy? Creating aContinue reading “What Does a Happy Service Desk Look Like In 2024?”
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”
DevOps in ITSM: Report
DevOps’ Place in ITSM At the core of DevOps philosophy is its culture and mentality of continuous delivery, collaboration and communication, and leveraging automation can benefit the service desk in terms of shortening time to resolution and fulfilment. DevOps is more than a new way of working; it would bring a complete change in culture to the traditional landscape ofContinue reading “DevOps in ITSM: Report”