Creating and maintaining a positive work environment is crucial for organisations pursuing long-term success. But when it comes to achieving a happy service desk, it’s about more than just resolving technical issues. It’s about building content and a motivated service desk team. But the big question is, how do we create a service desk that is both efficient and happy? Creating aContinue reading “What Does a Happy Service Desk Look Like In 2024?”
Resource Type Archives
5 Amazing Applications of AI In ITSM Today
Companies around the world are utilising AI applications to enhance their procedures, optimise costs, avoid human mistakes, assist customers, improve customer experience, manage IT systems, and automate repetitive tasks. And as AI becomes more prevalent, its uses (and this list) will expand even further. We could even say that AI is taking the lead in transforming how companies operate. AccordingContinue reading “5 Amazing Applications of AI In ITSM Today”
ITIL® 4 and SDI’s Service Desk Analyst and Service Desk Manager Courses
Question – “So I’ve done ITIL® 4 Foundation, why should I take (and why do I need!) SDI’s Service Desk Analyst (SDA) or Service Desk Manager (SDM) course, what is the value to me?” Author: John Noctor, Chief Delivery Officer, SDI. As a trainer of all 3 courses; ITIL® 4, Service Desk Analyst (SDA) and Service Desk Manager (SDM), IContinue reading “ITIL® 4 and SDI’s Service Desk Analyst and Service Desk Manager Courses”
Modern Leadership Styles — What Does It Mean to Be an Agile Leader
We live in a hyper-changing world! Just think about it, we went from the work in the office, formal meetings and the traditional 9-5 working hours to more flexible and agile working, hybrid working, and empowered teams. It almost feels like we have fast-forwarded the world of work for a few years. With so many changes, today’s leaders face aContinue reading “Modern Leadership Styles — What Does It Mean to Be an Agile Leader”
Compliancy with SDI’s Global Best Practice Standard
Sunrise Software, a leading supplier of service management solutions and their ‘Sunrise ITSM for Performance’ Reporting tool has been approved as reporting in line with SDI’s Global Best Practice Standard for Service Desk Version 8. (Best Practice Standard). Reporting remains a major frustration for service desk professionals, second only to usability of service desk software. The challenges inherent in reporting include notContinue reading “Compliancy with SDI’s Global Best Practice Standard”