IT star performers burnout often begins quietly, long before anyone notices there’s a problem. It is 9 p.m. on a Friday, and Sarah, your most capable service desk analyst, is still online. She is working through a backlog that could easily be put off until Monday. There’s no emergency. No major incident. She’s simply doing what she always does: steppingContinue reading “Three Players Every Manager Will Lead”
Resource Type Archives
The First Thing People Meet Is the Service
Most service desks now have a virtual assistant involved in some way… …shaping the user experience of the service desk from the very first interaction. Sometimes it’s something you’ve chosen carefully and put real thought into. Sometimes it appears as part of a broader platform decision, and everyone (more or less) agrees to work with it. Either way, the conversationContinue reading “The First Thing People Meet Is the Service “
Maritime and Coastguard Agency: First Organisation Audited Against the Global Best Practice Standard for Service Desk v9.0
The Maritime and Coastguard Agency (MCA) is set to become the first organisation to undergo a Service Desk Certification (SDC) audit using the newly launched Global Best Practice Standard for Service Desk v9.0. This marks a significant milestone for both the MCA and the wider service management community, underscoring the agency’s commitment to modern, customer-focused, and resilient service delivery. The GlobalContinue reading “Maritime and Coastguard Agency: First Organisation Audited Against the Global Best Practice Standard for Service Desk v9.0”
Service Desk Certification: Business Case Guide
Organisations often say the toughest part of change is proving the value.With this guide, you’ll learn how to create a strong business case for Service Desk Certification, showing exactly why investing in certification delivers measurable strategic, operational, and financial benefits. You’ll be equipped to turn conversations into decisions, and ideas into approved, funded action. What you’ll discover How to align yourContinue reading “Service Desk Certification: Business Case Guide”
We’re Delighted To Announce Our SDI Awards 2026 Finalists
We are thrilled to announce the finalists for the SDI Awards 2026! This year’s entries have shown outstanding dedication, innovation, and heart from across the service desk and support community. Our judges were truly inspired by the exceptional achievements shared, making every decision both exciting and incredibly challenging. A huge congratulations to all our finalists — your hard work andContinue reading “We’re Delighted To Announce Our SDI Awards 2026 Finalists”
We’re Delighted To Announce Our SDI Awards 2026 Shortlist
We’re delighted to announce the shortlist for the SDI Awards 2026! This year’s entries showcased incredible dedication, innovation, and passion within the service desk and support community. The judges were truly impressed by the quality of submissions, making the selection process both inspiring and challenging. Our shortlisted finalists will be presenting to the judging panel virtually from Monday, October 13th.Continue reading “We’re Delighted To Announce Our SDI Awards 2026 Shortlist”
A Valuable New Benefit for SDI Members
*NEW* SDI Member Benefit: Free 30-Minute Consultation with IT expert Damian Bowen At SDI, our mission is to help our members deliver brilliant service and achieve their professional goals. That’s why we’re thrilled to introduce a brand-new member benefit: a free 30-minute one-to-one consultation with SDI advisor and IT service expert, Damian Bowen. Your free session is bookable through theContinue reading “A Valuable New Benefit for SDI Members”
Stop Saying “We’ve Always Done It This Way” — Make Service Desk Change Stick
In IT support, the biggest barrier to progress isn’t budget or tools — it’s mindset. Every service desk leader has heard it: “We’ve always done it this way.” Outdated workflows, clunky systems, and resistance to change slow teams, frustrate users, and burn out staff. Modernising your service desk doesn’t have to be hard. Read the HOTH (House on the Hill)Continue reading “Stop Saying “We’ve Always Done It This Way” — Make Service Desk Change Stick”
Escape the Cubicle (or Home Office)!
6 Fun Reasons To Get Away From Your Service Desk Whether you’re staring at the same four walls in the office or in your home office, even the most passionate ITSM professionals need a change of scenery now and then. That’s why getting out to attend a Service Desk Institute (SDI) event is more than just a break—it’s an opportunity!Continue reading “Escape the Cubicle (or Home Office)!”
Proving ROI in ITSM: Millions Saved While Productivity Is Transformed
Proving ROI in ITSM: Millions Saved While Productivity Is Transformed… The most successful CIOs aren’t just running IT services; they’re proving measurable business value and building trust at the highest levels of the organisation. Even the best IT leaders know the numbers alone don’t always tell the full story. For example hitting SLAs doesn’t matter if costs are rising, productivityContinue reading “Proving ROI in ITSM: Millions Saved While Productivity Is Transformed”