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Robyn Fearon

What do rugby, Certification, daffodils and SDI have in common?  

…Wales ! A growing number of organisations across Wales are developing, updating and improving their IT service offering through Service Desk Certification (SDC).  There are currently a large number of organisations based in Wales enhancing their service delivery through the SDC programme. Suggesting this small but mighty part of the world

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Robyn Fearon

Unstoppable Force Friday!

By Jamie Bell, Service Operations Manager, SDI At some point in your life you’ve probably been part of a conversation debating which group of superheroes are the best and why? Is it the Avengers who benefit from the leadership skills and tenacity of Captain America, the pure strength and resilience

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Robyn Fearon

ITSW19 – Thoughtful Thursday: CX Strategy

By Scarlett Bayes, Senior Research Analyst, SDI You’re the superhero, and your customers are the civilians you’re working to save from peril! But instead of saving them from an actual, life-threatening villain, you’re saving them from bad experiences. Customer Satisfaction (CSAT) has long been an important metric for service desks,

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