By Emma Spear, Chief Experience Officer, SDI If you lead IT, your board or executive team is probably asking some version of the same question: what are we doing about AI? The pressure is to answer with a platform, a pilot or a policy. Those answers matter, but they assume something that often isn’t true yet: that the service operationContinue reading “AI Readiness For The Service Desk: Why Foundations Come First”
Resource Type Archives
Why Service Desk Certification Is a Summit, Not the Finish Line
By John Noctor, SDI’s Chief Customer Success Officer Why reaching the top is only half the achievement — and why the next climb matters even more. There’s something rather wonderful about reaching the top of a mountain. The view is spectacular. The sense of achievement is enormous. You can look back at the journey, admire how far you’ve come,Continue reading “Why Service Desk Certification Is a Summit, Not the Finish Line”
What the Latest UK AI Adoption Statistics Mean for Service Desks
Research by the Federal Reserve Bank of St. Louis compared AI use among workers in the US and six European countries. In early 2026, around 36% of UK workers said they use AI for their job. Although this share was below the US figure of 43%, it was the highest among the six European countries that were surveyed. But howContinue reading “What the Latest UK AI Adoption Statistics Mean for Service Desks”
Eight AI Traps Every Service Desk Walks Into (And How to Avoid Them)
By John Noctor, Chief Customer Success Officer Nobody sets out to get AI wrong. That is the part most articles on this subject miss, and it is the reason so many of them read like a telling-off. The failures I see on service desks are not the product of laziness or poor judgement. They are the product of eightContinue reading “Eight AI Traps Every Service Desk Walks Into (And How to Avoid Them)”
Enterprise ITSM Platforms Worth Evaluating in 2026
Enterprise service desks often support thousands of users, multiple business units and increasingly complex technology environments. At that scale, it’s not just about logging tickets. It’s about delivering consistent services, automating routine work and maintaining visibility across the organisation. So, whether you’re replacing an existing ITSM tool or reviewing your current platform, it’s worth looking beyond feature lists and focusing on long-term fit. We’ve made a list of enterprise ITSM platforms worth considering as part of your evaluation. EnterpriseContinue reading “Enterprise ITSM Platforms Worth Evaluating in 2026”
How to Choose Incident Management Tools
Incident management tools help service teams restore normal service as quickly as possible when something goes wrong. The right platform brings together incident logging, triage, communication, escalation and improvement activity, so teams can respond consistently rather than relying on inboxes, spreadsheets or disconnected chat threads. For software evaluators, the key question is not simply which tool has the longest featureContinue reading “How to Choose Incident Management Tools”
Clifford Chance and Microland – Global IT Service Centre Secures World-Class 5-Star Certification for Third Consecutive Year
The Service Desk Institute is delighted to recognise the Global IT Service Centre for achieving SDI World Class 5-Star certification for the third consecutive year. Guided by its mission to create a world where technology does more and intrudes less, the team’s latest achievement is a clear reflection of that ambition in practice. This year, the team has delivered itsContinue reading “Clifford Chance and Microland – Global IT Service Centre Secures World-Class 5-Star Certification for Third Consecutive Year”
Make Your SDI Membership Count
SDI is here to make sure you’re getting the most from your membership with us. Let your SDI Membership do the hard work. Your New 2026 SDI Member Badge is Here! We’ve just unveiled a brand-new set of shiny SDI Member Badges, giving you an easy way to proudly show that you’re part of the SDI community. BUT your SDIContinue reading “Make Your SDI Membership Count”
Mid-Market ITSM Platforms: What Growing Organisations Should Consider
Organisations often reach a point where basic ticketing software is simply no longer enough. As teams expand, support requests increase and more services need to be managed. This means that ITSM requirements become more complex. So, the challenge is finding a platform that offers the right balance. You need something powerful enough to support growth, but without the cost andContinue reading “Mid-Market ITSM Platforms: What Growing Organisations Should Consider”
We’re Delighted To Announce Our SDI Awards 2027 Shortlist
We’re delighted to announce the shortlist for the SDI Awards 2027! 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 Tuesday, October 13th.Continue reading “We’re Delighted To Announce Our SDI Awards 2027 Shortlist”