The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem By Tarun Dewat, Head of IT Service Management, Sandwell & West Birmingham NHS Trust For decades, the First-Time Fix (FTF) rate has been the Service Desk’s crown jewel. It sits proudly on dashboards, usually hovering around 70% or 80%, framed as a badge of efficiency. We tellContinue reading “The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem”
Resource Type Archives
Why CSAT isn’t enough: What IT leaders need to see next
Why CSAT isn’t enough for modern IT leaders For decades, Customer Satisfaction (CSAT) has been the default measure of IT performance. It’s familiar, it’s simple, and it appears to give leaders a sense of control. It’s just one number, averaged across thousands of tickets, telling us whether things are “good enough.” But the truth is that CSAT hasn’t evolved, even thoughContinue reading “Why CSAT isn’t enough: What IT leaders need to see next”
From the F1 Grid To The Spark Stage
Every Formula 1 race starts long before lights out Lessons in High-Performance IT from McLaren and Freshworks Before the cars line up on the grid, McLaren’s technology teams are already racing; rebuilding garages from empty shells, running kilometres of cabling, and lighting up mission-critical systems that simply have to work. In a sport where milliseconds decide podiums, performance off the track matters just asContinue reading “From the F1 Grid To The Spark Stage”
Comparing Best Free ITSM Software: What IT Teams Need to Know in 2026
Free IT service management tools will provide startups and small IT units with a realistic way to implement structure, accountability, and simple ITIL-compatible practices without making a huge platform investment in 2026. These tools will enable you to centralise the tickets, keep track of the assets, and automate basic workflows, instead of using email and spreadsheets, allowing the service deskContinue reading “Comparing Best Free ITSM Software: What IT Teams Need to Know in 2026 “
SDI Service Excellence Framework™
Why SDI Built the Service Excellence Framework™ For a long time, service management has been dominated by process maturity models, tooling decisions, and compliance checklists. Those things still matter — but they no longer define success. Today, service leaders are judged on very different questions: How does our service actually feel to customers? Are we ready for AI — orContinue reading “SDI Service Excellence Framework™”
SDC v9, ITIL 4 and new ITIL
By John Noctor, Chief Customer Success Officer, SDI Why we didn’t wait for the framework to catch up Aligned to ITIL® 4 today. Ready for ITIL (version 5) tomorrow. Delivering experience and impact now. For years, IT service management has lived with an uncomfortable truth. We’ve been excellent at controlling services, pretty good at measuring performance, but often poor at answering the question that really matters: DoesContinue reading “SDC v9, ITIL 4 and new ITIL”
From 42 Desks to Intelligent Support: The Road to Success
From 42 Desks to Intelligent Support: The Road to Success By Andrew Hardwick, End User Services Operations Director and Katie Morlino, Service Solutions Director at Arcadis If you’ve ever led a transformation that spanned years, time zones, and cultures, you’ll know the technology is only half the story. The rest is people, process, and persistence. Our journey to an AIContinue reading “From 42 Desks to Intelligent Support: The Road to Success”
When a “great” service desk is a warning sign
When a “great” service desk is a warning sign By Mark Boyer, Service Operations Director, Softcat We have a strange habit in IT. When the system is broken, we do not redesign the system. We celebrate the people who cope with it. We hand out praise for resilience. We reward heroics. We tell stories about someone who stayed late,Continue reading “When a “great” service desk is a warning sign”
Service Desk Manager Professional Standard Update (v9) – What’s Changed?
Service Desk Manager Professional Standard Update (v9) – What’s Changed? The latest version of the Service Desk Manager Professional Standard (v9) is here. In this blog we’ll outline the key changes from v8 to v9 so that you can see at a glance where the major shifts and additions are, as well a link to download the new Standard. Continue reading “Service Desk Manager Professional Standard Update (v9) – What’s Changed?”
ITIL® Is Evolving.
ITIL® Is Evolving. Here’s What That Means for SDI’s ITIL Training. If you’ve worked with ITIL for any length of time, you’ll know one thing for certain: it never stands still. As the way we design, deliver and support services changes, ITIL evolves with it. That’s exactly what we’re seeing now, as the framework moves on from ITIL® 4 intoContinue reading “ITIL® Is Evolving.”