Michael Kyffin, Head Of Consultancy Services, SDI

ITSM Transformation & Service Excellence Expert

Mike Kyffin helps organisations improve service performance, customer experience and operational maturity through ITSM best practice, service desk transformation and pragmatic consultancy leadership.

As Head of Consultancy Services at the Service Desk Institute, Mike brings 32 years’ experience across IT service desk operations, IT service management, solution architecture, professional services and consultancy leadership. He is an engaging speaker, coach and trainer, known for translating complex service challenges into practical, achievable improvement plans.

Career and expertise

Mike has worked in the consulting, solution architecture, professional services and operational support domains. Before working for SDI, for six years he worked as an IT Service Management Solution Architect, advising clients on Audits, solution design and complex ITSM implementations across platforms such as Cherwell, Ivanti, ServiceNow, EasyVista and Halo.

Prior to this, Mike served over 10 years at Cherwell Software, starting as Senior Consultant and moving to Director of Services, Director of Solutions & Strategy – EMEA. During these roles, he created and managed successful service and learning teams, developed and nurtured service offerings across the globe, and assisted with customer success at scale. Mike has been working in technical and application support roles, providing him solid operational experience.

His ability to truly understand people, think strategically and empathise with others is backed by a wealth of practical experience in service transformation, where he brings technical expertise, strategy and caring to bear on tangible, real-world results.

Consultancy services

Mike works with organisations to provide:

• IT service desk and ITSM assessments, audits and reviews
• Service improvement roadmaps and maturity plans
• Consultancy-led service transformation programmes
• ITSM tool selection, design and implementation leadership
• Configuration, customisation and integration design
• Service operating model and process design
• Leadership and team coaching
• Training workshops and learning programmes
• Trusted advisor support for IT and service leaders
• Conference speaking, webinars and thought leadership sessions

Connect with Mike

Speak to Mike about improving your service desk strategy, customer experience or ITSM transformation roadmap.

Follow Mike on LinkedIn

Explore Mike’s thinking on the SDI Service Excellence Framework™

“It genuinely was one of the most pleasurable experiences we have had in our organisation. Mike was the perfect partnership”

– Pilgrim’s Europe, Service Desk Certification customer