*NEW* SDI Member Benefit: Free 30-Minute Consultation with IT expert Damian Bowen At SDI, our mission is to help our members deliver brilliant service and achieve their professional goals. That’s why we’re thrilled to introduce a brand-new member benefit: a free 30-minute one-to-one consultation with SDI advisor and IT service expert, Damian Bowen. Your free session is bookable through theContinue reading “A Valuable New Benefit for SDI Members”
Resource Type Archives
Stop Saying “We’ve Always Done It This Way” — Make Service Desk Change Stick
In IT support, the biggest barrier to progress isn’t budget or tools — it’s mindset. Every service desk leader has heard it: “We’ve always done it this way.” Outdated workflows, clunky systems, and resistance to change slow teams, frustrate users, and burn out staff. Modernising your service desk doesn’t have to be hard. Read the HOTH (House on the Hill)Continue reading “Stop Saying “We’ve Always Done It This Way” — Make Service Desk Change Stick”
Escape the Cubicle (or Home Office)!
6 Fun Reasons To Get Away From Your Service Desk Whether you’re staring at the same four walls in the office or in your home office, even the most passionate ITSM professionals need a change of scenery now and then. That’s why getting out to attend a Service Desk Institute (SDI) event is more than just a break—it’s an opportunity!Continue reading “Escape the Cubicle (or Home Office)!”
Proving ROI in ITSM: Millions Saved While Productivity Is Transformed
Proving ROI in ITSM: Millions Saved While Productivity Is Transformed… The most successful CIOs aren’t just running IT services; they’re proving measurable business value and building trust at the highest levels of the organisation. Even the best IT leaders know the numbers alone don’t always tell the full story. For example hitting SLAs doesn’t matter if costs are rising, productivityContinue reading “Proving ROI in ITSM: Millions Saved While Productivity Is Transformed”
Digital Experience Mapping- The Secret Weapon for Service Desks
Digital Experience Mapping (DEM) is the practice of walking through every IT touchpoint from the user’s perspective to uncover hidden friction, confusing journeys, and gaps between service quality and user perception. By linking technical performance with real user emotions, DEM helps IT move beyond “meeting SLAs” to delivering services that feel easier, faster, and more valuable. The result is higherContinue reading “Digital Experience Mapping- The Secret Weapon for Service Desks”
Balancing Demands: Keeping Relationship Management Strategic (Without Losing Your Sanity!)
Balancing Demands: Keeping Relationship Management Strategic (Without Losing Your Sanity!) If you’re a relationship manager or IT business partner, you’ll know the drill: One minute you’re talking about digital strategy, the next you’re being asked why the Wi‑Fi has gone down in a distant office. You’re supposed to be the strategic bridge between business and technology, but somehow you endContinue reading “Balancing Demands: Keeping Relationship Management Strategic (Without Losing Your Sanity!)”
5 Proven Ways to Optimise Your IT Service Operation (That Most Teams Overlook)
At SDI, we believe Service Desks should shine and be recognised. Whether you’re leading a small internal support team or a large-scale IT operation, your goal is the same: To deliver brilliant customer experiences that support people, empower business outcomes, and prove the real value of IT. The aim of this blog is to establish, enhance, and support Service Desk teams in deliveringContinue reading “5 Proven Ways to Optimise Your IT Service Operation (That Most Teams Overlook)”
A Comprehensive Guide to ITSM Tool Selection
Choosing the right ITSM tool is crucial for improving operational efficiency and aligning with your organisation’s needs and goals. But before you dive into the sea of available ITSM tools, you need a structured tool selection process. It’s essential to understand your organisation’s specific goals, challenges, and priorities. How do you choose the best ITSM tool? The ITSM software selectionContinue reading “A Comprehensive Guide to ITSM Tool Selection”
Technology & Innovation Award 2026
Recognising the Teams Who Are Shaping the Future of IT Service & Support Innovation in service isn’t always loud. Sometimes it’s a new system that saves five minutes – but those five minutes matter to every user, every day. Sometimes it’s a mindset shift, a cultural change, or a clever integration that finally unlocks team potential. If your team isContinue reading “Technology & Innovation Award 2026”
How To Choose an ITSM Tool: Common Mistakes You Should Avoid
When it comes to choosing an ITSM tool, making the right decision is crucial for long-term success. But how do you choose the right solution from so many options available on the market? Too often, organisations focus solely on a tool’s features, overlooking key aspects like usability, support, human factors, or vendor reliability. Remember, not being thorough in the selectionContinue reading “How To Choose an ITSM Tool: Common Mistakes You Should Avoid”