Knowledge management and effective knowledge bases have become more integral for support teams looking to implement or...

SDI regularly audits some of the best service desks in the world against the Global Best Practice...

Enterprise Service Management – ESM – is well and truly here! Employees and customers want a frictionless...

Choosing new software, especially a shiny new service desk solution, can be so difficult. Would it help...

Customer requirements are changing rapidly but, do our performance metrics tell the full story? Performance metrics can...

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

On Thursday 19th November we were joined by some brilliant of speakers from the world of IT...

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

To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years,...

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

Professional Standards 2020: The Service Desk Institute and PeopleCert, a global leader in the examination and certification industry,...

Professional Standards 2020: The Service Desk Institute and PeopleCert, a global leader in the examination and certification industry,...

Thank you for attending the ‘Creating A Customer-Centric Culture’ event. Here is the recording of the event...

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

Thank you for attending the ‘Knowledge Management’ event. On this resource page you’ll find the recording of...

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...

A live Q&A panel of some of the lead contributors to version 8 of the Global Best...

This handbook is aimed at a broad range of IT service and support professionals, ranging from experts...

Get your hands on our free SLA template! In order to demonstrate continual service excellence, service desks...

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...

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

This is part 5 in the Naked Service Desk Series   The original Naked Service Desk Blog explores the...

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...

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

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

To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years,...

Visit SDI’s on-demand ITSM tool exhibition to watch demos from the comfort of your desk! More convenient...

Listen to our Chief Value Officer, David Wright, and Neil Penny of Sunrise Software discussing key findings...

This webinar explores staff resourcing methods and planning for service desks, with guest presenter Craig Lee from...

With constant pressure on the IT budget, organisations can no longer afford to not effectively manage their...

To access this content, you must purchase Team Membership – 1 Year, Team Membership – 2 Years,...