File Manager (Standalone)

🕒
/
NameSizeModifiedActions
.

Blogs Archives - SDI
Skip to content

Next Service Desk Manager Course: 22nd - 25th June 2026 book online Down arrow

SDI Logo

Resource Type Archives

Selecting the Appropriate ITSM Events and Training Courses For 2026  

With AI, automation and digital employee experience at the top of every IT conversation, selecting the right ITSM events and ITSM training courses could be the difference between a successful ITSM roadmap and a failed one. Smart IT innovators are no longer seeing conferences and courses as single events or fun days, but as investments to help ensure that decision making aroundContinue reading “Selecting the Appropriate ITSM Events and Training Courses For 2026  “

What BigPanda’s Agentic AI Vision Means for Incident Management

For years, ITSM has provided the framework organisations need to deliver reliable services, manage incidents and control change. The principles of service management remain as important as ever, but the environments those principles are being applied to have changed significantly. Cloud services, SaaS platforms, microservices, remote workforces and increasingly complex digital ecosystems have created operational challenges that many organisations areContinue reading “What BigPanda’s Agentic AI Vision Means for Incident Management”

From Benchmarking to Winning: Akita’s SDI Awards Journey

When Akita first entered the SDI Awards in 2025, they weren’t expecting perfection. In fact, they openly recognised that some areas of their customer experience strategy were still evolving. But rather than waiting until everything felt “finished”, they saw the awards as something else entirely: An opportunity to benchmark themselves, learn, and understand where they stood. That decision became theContinue reading “From Benchmarking to Winning: Akita’s SDI Awards Journey”

Enterprise Service Management Software: Extending ITSM Practices Across the Business

Enterprise Service Management Software: Taking ITSM Practices Business-Wide  Enterprise Service Management (ESM) software extends proven service management practices to other enterprise functions, such as HR, Facilities, Finance, Legal, and internal service groups, bringing service management to the enterprise with a consistent approach to requests, workflows, knowledge, and employee experience management.   If an organisation is familiar with ITSM, then ESM isContinue reading “Enterprise Service Management Software: Extending ITSM Practices Across the Business”

Supporting IT Managers: Top Training Programs for Leadership in 2026 

Support manager training no longer focuses solely on operational know-how but rather on leadership-based training that is strategy, people, and service driven. When IT and support leaders work in highly complex, always-on operating environments, the difference between firefighting and a high-performing, trusted service operation may lie in appropriate training.  The Importance Of Leadership-Based Training To IT And Support Managers.  Contemporary IT and support managers are supposed to be both serviceContinue reading “Supporting IT Managers: Top Training Programs for Leadership in 2026 “

King’s Service Centre’s Improvement Journey: Raising Certification Scores Year on Year

Inside King’s Service Centre’s Continual Improvement Journey: Raising Service Desk Certification Scores Year on Year Achieving Service Desk Certification is one thing. Continually improving your scores, strengthening service maturity, and driving higher standards year after year is something else entirely. That’s exactly what King’s Service Centre (KSC), the technology support operation behind King’s College London, has demonstrated through its ongoingContinue reading “King’s Service Centre’s Improvement Journey: Raising Certification Scores Year on Year”

Tata Communications achieve 60% reduction in customer portal tickets

IT leaders are under increasing pressure to improve service quality while reducing costs, increasing efficiency, and supporting wider business transformation. That’s why more organisations are turning to SDI’s Service Desk Certification (SDC) to benchmark, improve, and prove service excellence. Organisations that achieve SDI Service Desk Certification are proving something very different. They’re transforming their service desks into: High-performing customer experience functionsContinue reading “Tata Communications achieve 60% reduction in customer portal tickets”

Service Desk Manager Course: Fast-Track Your IT Support Leadership Career 

Fast-Track Your IT Support Leadership Career  If you want to move from being a strong technical support professional to a confident, recognised people leader, a service desk manager course can help bridge that gap. The right course gives aspiring and current managers a structured framework for strategy, people management, service improvement and performance measurement, while also adding a recognised qualification that canContinue reading “Service Desk Manager Course: Fast-Track Your IT Support Leadership Career “

From “We’re Not Ready” to Award Winners: Emerald Publishing’s SDI Awards Journey

When Emerald Publishing entered the SDI Awards 2026, they weren’t confident they would win. In fact, they weren’t even sure they were ready to enter at all. Yet today, they stand as winners of the Service Desk Customer Experience of the Year 2026, and their story is exactly the kind that should make other service desks stop and think: whyContinue reading “From “We’re Not Ready” to Award Winners: Emerald Publishing’s SDI Awards Journey”