IT Service Management Archives - SDI

Our next Service Desk Manager Certification Course is 8-11 December 2025

Where the Best Service Desks Are Made (Not Born)

Team working on their service desk excellence

Copilot Tools For ITSM: Empowering the People Behind the Tickets

Team looking at copilots

ITSM Demo Day: The Age of Agentic AI

man presenting about agentic AI to a team

Top 3 Use Cases for using experience data in ITSM

Webinar meeting

Your CMDB is lying to you: What Greek tragedies teach us about incident management (and how to fix yours)

Team using whiteboard

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?

International ITSM Tools In Action

Four people sit at a table in an office, clapping and smiling at a large screen showing multiple participants in a video conference—an energetic showcase of International ITSM Tools In Action. Laptops and notebooks are on the table.

It’s not always the destination: Experience a modern ITSM with Freshservice’s Journeys

Five people sit around a table in a modern office, engaged in discussion. There are papers, glasses of water, and a laptop on the table. Shelves and a plant are visible in the background.

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.

The XLA Journey: From The Peak To The Slopes-Part 1