Service Desk Resources

The insight you need to drive your services forward and inspire you and your service organisation to be brilliant.

The Insight Library

SDI’s Insight Library is the ultimate service desk & IT support knowledge resource. Many of these resources are open access & some are exclusively for the SDI member community. Feel free to download the resources you need & share.
Video Content
Member VIP Lounge - Shaping the Future of Service and Support
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Member Report
Shaping the Future of Work: The Impact of Autonomous Agency and AGI
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - Harnessing the Power of Proactivity
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Research Report
The Future of Worklife in ITSM: Tech, trends & the human factor
  The future of worklife in ITSM is poised at a critical juncture, with the convergence of rapid advances in...
Video Content
Member VIP Lounge - A Data Science Business Powered by the Service Desk
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - Designing and Delivering Experience in 2023
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Member Report
How To Create Brilliant Surveys - Guide
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - Instant Memory Training for Professional Success
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - Resilience and Wellbeing
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - Digital Sustainability
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - The Auditor v. The Audited
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Infographic & Blog
Experience Level Agreements (XLAs) Infographic
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - Experience Management
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Video Content
Member VIP Lounge - Customer Experience & Journey Mapping
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...
Member Report
An Overview of a Business Case
To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years, Team Membership, Team...

Insight Categories

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