Service Improvement Archives - SDI

Next Service Desk Manager Course: 22nd - 25th June 2026 book online

Raising the Bar: Best Practice Training for Modern Service Desks

Five professionally dressed people sit around a table in a modern office, smiling and discussing Balancing Demands: Keeping Relationship Management Strategic, with papers and laptops in front of them. Sunlight streams in through large windows behind them.

Building AI-Ready Operations: The Five-Stage ServiceOps Maturity Roadmap

Four people sit in a row at a white table, focused on their laptops as they collaborate on an AI-ready ServiceOps roadmap. Two men in front wear checked red and green shirts; two others with curly hair work in the background.

From First Signal to Final Fix: Building IT Resilience that Compounds

Five people sit and stand around a table, smiling and looking at a laptop screen together in a bright room with large windows, reflecting a team focused on building IT resilience that compounds.

SDI Conference: Spark 27

An event sign on an easel reads Check in here SDI Conference: Spark 27 with logos for SDI, Freshworks, and ATL. People stand in the background, slightly out of focus.

Get ready to ignite bold ideas and shape the future of ITSM at the SDI Spark27 Conference, where service desk professionals come together to drive real service excellence.

The Happiness Effect

A group of people wearing name badges and orange lanyards sit together, smiling and laughing during a Service Desk Continual Improvement meeting or conference.

How Joyful Service Desks Create Exceptional Experiences

ITSM : de centre de coûts à levier stratégique pour l’entreprise

Happy IT team

From Door One to Enterprise Symphony: Data Driven Service Delivery for Modern Organisations

Happy team on webinar

Beyond Benchmarking

Team working on their service desk excellence

Top 3 Use Cases for using experience data in ITSM

Webinar meeting

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?