By Mike Kyffin 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 forContinue reading “SDI Service Excellence Framework™”
Resource Type Archives
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.”
The Forgotten Art of Service Catalogues
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”
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 “