ITSM: 2021 & Beyond AI, Machine Learning, and all their components are continuing to have a growing...

It’s common today for business employees to work in a separate location to the service desk, whether...

Self Service Strategies 2020 Now more than ever, service teams are facing new challenges on how to...

Exploring the True Impact of Remote Support   Service desks today are facing unprecedented challenges in the...

Customer Experience in ITSM 2020   SDI research continually shows that customer experience is one of the...

This report is the third version of the UK Higher Education (HE) Benchmarking report. It will take...

ITSM Tools: Building a Business Case                      ...

Benchmark Your Service Desk Discover how your service desk compares to industry averages and statistics revealed in...

Thought Leadership and Industry Analysis – “A View From The Frontline”   In this unique SDI industry...

This report seeks to act as a guide to service desk professionals looking to change their ITSM...

Shared Support Services   Shared Service is the over-arching term for the practice of merging or sharing...

Download the latest ‘Introduction to Problem Management’ report for FREE using the form below. Problem management is...

Download the latest ‘Leveraging IT Operations Analytics’ report for FREE using the form below.   The author...

  On 21 st June 2018, SDI and Ivanti hosted a forum for service desk professionals (both...

The State of Service Desk Strategy 2018 Strategy is an important part of a service desk’s responsibility;...

Insight Report, Background & Methodology Recent SDI research suggested that customer satisfaction is the most significant indicator...

UK ITSM Tools & Technology Market Review SDI has an unparalleled position in the ITSM space whereby...

According to SDI’s industry leading research, there has been a significant increase in the adoption of self-service technologies...

Metrics and reporting can be a significant asset for the service desk, as well the business, by...

Between March and April 2018, the Digital Transformation survey was sent to a wide variety of service...

Information security is a growing concern – and budget item – for most, if not all, organisations....

Following the latest iteration of ‘A View From The Frontline’ published earlier this year, SDI and UCISA...

This is part 11, the final part in The Naked Service Desk Series! The original Naked Service Desk...

This is part 10 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept...

This is part 9 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept...

On 24th August 2017, SDI and Ivanti hosted a forum for service desk professionals to voice and...

Part 7 in the Naked Service Desk Series   Download your free report on ‘Improving the Onboarding...

For several years, self-help has played an integral role in the support structure of the modern service...

Self-service has plays an integral role in the support structure of the modern service desk. This report...

Free Insight Report: Refining Processes This is part 4 in the Naked Service Desk Series The original Naked...

Free Resource: Service Level Agreement Template This is part 3 in The Naked Service Desk Series. The...

With developing technologies such as Artificial Intelligence and Virtual Assistants, as well as rising rates of self-help...

This is part 2 in the Naked Service Desk Series Contents: • Introduction • Building a service...

An ITSM tool is vital to the modern service desk. Choosing how the tool is provided can...