Working on a service desk isn’t just a technical role – it’s an emotional one. You’re solving urgent problems. Handling tough conversations. Balancing expectations. You’re the calm in the storm, the fixer behind the scenes, the person everyone turns to when things go wrong. And that responsibility? It can be a lot. For many service desk analysts, it can feelContinue reading “From Stressed to Confident: How One Course is Transforming Life on the Service Desk “
Resource Type Archives
ITSM Maturity Models: Your Roadmap to Service Excellence
Let’s start with an uncomfortable truth: most IT teams are pushing strategic improvements to the next quarter because they’re busy putting out metaphorical fires every day. Service desks are overwhelmed by repetitive tickets, IT functions get trapped in operational cycles, change processes create bottlenecks, and despite everyone’s best efforts, IT still struggles to demonstrate its true value to the business.Continue reading “ITSM Maturity Models: Your Roadmap to Service Excellence “
F1 Cars, Casio Watches & The Secret Sauce of Digital Success
About the Author John Noctor, SDI’s Chief Customer Success Officer Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s ChiefContinue reading “F1 Cars, Casio Watches & The Secret Sauce of Digital Success”
Surrounded by Intelligence: Our New Reality
About the Author John Noctor, Chief Delivery Officer, SDI. Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s Chief DeliveryContinue reading “Surrounded by Intelligence: Our New Reality “
Employee Wellbeing in IT: How Resilient Professionals Thrive Under Pressure
Why burnout isn’t inevitable, and how the right training can help IT professionals build lasting resilience. Let’s start with the obvious: working in IT isn’t really a stroll through the user manual. There’s the constant juggling act between tickets, updates, user demands, never-ending Zoom calls, and, if you’re really lucky, a spontaneous 3 a.m. server crisis. Sound familiar? It’s aContinue reading “Employee Wellbeing in IT: How Resilient Professionals Thrive Under Pressure”
SDI Spark Conference 2025 Recap: What You Loved & Learned
What an incredible two days at Spark 2025! We’re still buzzing from the brilliant atmosphere, conversations, and fantastic feedback from everyone who attended this year’s conference. Just like every year, Spark25 brought together IT and ITSM professionals from across the world. If you were looking for new insights, learning new concepts, that inspired feeling, or meeting new and familiar faces,Continue reading “SDI Spark Conference 2025 Recap: What You Loved & Learned”
The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]
There is a growing importance of CX leadership in driving business success. According to McKinsey analysis, companies in the United States that are leaders of CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021. As customer experience expectations rise, so does the pressure on leaders to demonstrate their impact. To stay ahead of theContinue reading “The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]”
SDI Awards 2025
A Night to Remember – Thank You! What an unforgettable celebration of service excellence! The SDI Awards 24-25 brought together the brightest minds and most dedicated teams in IT service management for a night of recognition, connection, and well-deserved celebration. From inspiring finalists to victorious winners, the evening was filled with cheers, heartfelt moments, and dancing long into the night.Continue reading “SDI Awards 2025”
Celebrating Excellence: Meet the 2025 SDI Distinguished Industry Contributors
This year’s SDI Awards night was nothing short of magical as we celebrated our industry’s brilliant service desk and support teams. At SDI, we believe that true progress is built by those who go the extra mile, share their knowledge, and inspire others to grow and thrive. That’s why we introduced a brand-new award this year to honour the incredibleContinue reading “Celebrating Excellence: Meet the 2025 SDI Distinguished Industry Contributors”
How AI is Reshaping IT Jobs: Three Key Changes
How AI is Reshaping IT Jobs: Three Key Changes A recent article by Freshworks explored the transformative impact of artificial intelligence (AI) on IT roles. According to Freshworks’ 2024 AI Workplace report, 85% of IT departments use AI weekly, with nearly half of 7,000 surveyed employees noting improvements in productivity and work quality. AI doesn’t only represent a newContinue reading “How AI is Reshaping IT Jobs: Three Key Changes”