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...

Our tool demo days are designed to help you navigate the array of ITSM solutions available: watch...

At this event, our speakers shared how they have planned, implemented and rolled out automation for their...

In a world of digital transformation, learn how to improve efficiencies and reduce costs with automation In...

In this event we focused on keeping your team engaged, motivated and along for the journey during...

In this event we focused on IT and service transformation, how to get it right and how...

Service Management 101: Tim Guilder, Technology Manager Daytime, ITV In this Service Management 101 interview we find...

Service Management 101: Monika Jurkiewicz, Service Management Lead, Formula 1 In this Service Management 101 interview we...

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

The Autonomous Service Desk: Powered By Next Gen AI 2020 continues to bring us unprecedented change. The...

Our ITSM Tools Demo Day took place on 15th October 2020. You can revisit the live demos...

Getting Started with Experience Level Agreements This webinar took place on 22nd September 2020 A key component...

5 Remote Support Tips To Drive Customer Service Excellence This webinar took place on 8 September 2020...

On Thursday 17th September, we were joined by a host of knowledgeable and experienced speakers for our...

SDI Service Desk Professional Standards Refresh: What’s New? 19 August 2020 The SDI Service Desk Professional Standards,...

According to Gartner, 65% of organisations say over 60% of their workforce is now working remotely. This...

In this webinar hosted by SDI’s Chief Value Officer David Wright, we discuss how the ITIL4 value...

This webinar took place on the 16 June 2020 SDI insight shows that the vast majority of...

Took place on the 20th May 2020, 3pm BST Sometimes, improvement initiatives grow so complex that they...

On Thursday 7th May, we were joined by a variety of speakers who explore the interesting topic...

Took place on the 4th May 2020, 3.30pm BST What does is really mean to introduce a...

Took place on the 21st April 2020, 3pm BST Digital Transformation is no longer something organisations can...

Took place on 31st March 2020, 3pm BST   Artificial Intelligence can improve your Service Desk delivery...

Took place on 26 February 2020, 11am GMT   Research by SDI during 2019 revealed that Service...

On Tuesday 13th August we were joined by a variety of speakers who delved into the contemporary...

Webinar:  Actualización del Estándar de Mejores Prácticas Globales para Service Desk y beneficios del programa de certificación...

… by gaining transferable skills to demonstrate you are an excellent service desk professional The way in...

Webinar: Customer-Driven IT Service Desk: Why and How?   When you’re seeking to develop your service it’s...

Los asistentes al webinar entenderán los beneficios de implementar RPA (Robotic Process Automation) en las Organizaciones. Revisaremos...

Gentera el grupo emprendedor líder de la inclusión financiera en el segmento subatendido, con presencia en México,...

ITIL 4 se complementa con otros marcos de referencia y se integra con nuevas formas de trabajo,...

Los chatbots son el nuevo gran boom del software, descubre si tu empresa está lista para adentrarse...

En esta sesión el Dr. Corona, arquitecto de la versión 4 de ITIL, expondráen el idioma español...

SDI18DXB speaker Hussam Harakeh, IT Service Desk Lead at King Abdullah University of Science and Technology (KAUST)...

Creating Affordable Benchmarks for Service Desks Personalised Benchmarks cost too much. That’s right… they’re simply too expensive!...

Wellbeing in the Workplace: NHS Wales Informatics Service   NHS Wales Informatics Service is the national organisation...

Integrating And Automating Processes And Tools What is causing your organisation to miss out on customer adoption...

How ITSM Innovation Can Unify An Entire Organisation Staying on the cutting edge of service is a...

Yorkshire Water: Continuous Improvement for the Service Desk Through Automated Workflows Watch the recording of this webinar with Steve...

 University of Glasgow: Changing Tools, What We Learned Watch the recording of this webinar featuring a Q&A...

Asset Management for the Service Desk Watch the recording of this webinar in which we discuss asset management...

10 Tips For Maximising Remote Support Tools Watch the recording of this webinar to discover the key...

How are service desks measuring customer satisfaction and perception? Catch up with the recording of this SDI...

How are service desks automating and refining Service Desk Processes? Automation can play a key role in...

How are service desks employing automation to benefit the business? Automation is becoming an important part of...

Listen to our Head of Service Desk Certification, and SDI trainer, Carla Thornley to find out how...

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

How effective is your self-service strategy? With the levels of self-service provided by the likes of Amazon, ASOS, and Zappos, service desks are...

Do you know who your customer advocates are?  Do you make the most of their influence?  ...

Waitrose share how they transformed their performance metrics. Following the SDI Best Practice Standard helped Waitrose to radically improve the...

Waitrose share how they transformed their performance metrics. Following the Service Desk Standard helped Waitrose to radically improve the effectiveness and...

What makes a ‘world class’ service desk? In this webinar Lyssa Edwards, Director Consulting Delivery at CGI...

Metrics can be the key to service improvement, but service desks may not know which metrics are...

Many organizations are struggling with proving the value of IT changes. Why? They’re not doing true change...

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

For several years, DevOps has been the centre of heated debate in the ITSM industry. Is it...

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...