The Forgotten Art of Service Catalogues By Sophie Hussey, Senior Technology & Service Management Consultant, Lapis Consulting Services Ltd. Service Catalogues rarely get much love. In many organisations, they exist because someone said they should: a list of services, created once, published somewhere, and quietly forgotten. They’re often seen as administrative overhead rather than something that actively helps teams or customers.Continue reading “The Forgotten Art of Service Catalogues”
Resource Type Archives
Defining Your Values For Authentic IT service Leadership
Defining Your Values: A Practical Path to Authenticity By Sophie Hussey, Senior Technology & Service Management Consultant, Lapis Consulting Services Ltd. Authenticity is often discussed at work—often in vague, fluffy terms. ‘Just be yourself.’ ‘Bring your whole self to work.’ Helpful? Not always. In my experience, authenticity only becomes meaningful when it’s grounded in something tangible: your values. When youContinue reading “Defining Your Values For Authentic IT service Leadership”
Three Players Every Manager Will Lead
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”
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”
Finding the Magic: Why Mark Boyer Says the Future of IT Won’t Come From IT
At SDI Spark 26 this March, keynote speaker Mark Boyer will take centre stage with a provocative message: “The next great idea for IT services won’t come from inside IT.” It’s a statement he recently shared on LinkedIn—one that raised eyebrows because it hits at a deep truth many in IT have felt but haven’t articulated. For decades, IT leadersContinue reading “Finding the Magic: Why Mark Boyer Says the Future of IT Won’t Come From IT”
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”
10 Signs Your Service Desk Needs a Health Check
A high-performing service desk is essential for delivering quality IT support, maintaining end-user satisfaction, and enabling the wider business. But under pressure from rising demand, evolving technology, and limited resources, even experienced service desks can develop blind spots. If you’re unsure where your service is underperforming – or how to improve – it may be time for a Service DeskContinue reading “10 Signs Your Service Desk Needs a Health Check”
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”