Find out in just 5 minutes if your AI strategy is where it should be – and lead the change For CIOs, Heads of IT, Service Delivery and Service Desk Managers, AI presents both a promise and a pressure. The promise: Greater efficiency, faster resolution, better experiences for users and staff.The pressure: Uncertainty around how to implement it, how toContinue reading “Is Your AI Strategy Where It Should Be?”
Resource Type Archives
From Uncertified to World-Class: Why Every IT Leader Should Start the SDC Journey Now
“Achieving Service Desk Certification (SDC) 5-star status once felt like a pipe dream… but we proved it’s about mindset, not size.”— Alex Harding, Head of IT Services, Runshaw College In a time when digital services underpin every aspect of business and daily life, the Service Desk has never been more important – or more scrutinised. Service Desk Managers and ITContinue reading “From Uncertified to World-Class: Why Every IT Leader Should Start the SDC Journey Now”
From Stressed to Confident: How One Course is Transforming Life on the Service Desk
Working on a service desk isn’t just a technical role – it’s an emotional one. You’re solving urgent problems. Handling tough conversations. Balancing expectations. You’re the calm in the storm, the fixer behind the scenes, the person everyone turns to when things go wrong. And that responsibility? It can be a lot. For many service desk analysts, it can feelContinue reading “From Stressed to Confident: How One Course is Transforming Life on the Service Desk “
ITSM Maturity Models: Your Roadmap to Service Excellence
Let’s start with an uncomfortable truth: most IT teams are pushing strategic improvements to the next quarter because they’re busy putting out metaphorical fires every day. Service desks are overwhelmed by repetitive tickets, IT functions get trapped in operational cycles, change processes create bottlenecks, and despite everyone’s best efforts, IT still struggles to demonstrate its true value to the business.Continue reading “ITSM Maturity Models: Your Roadmap to Service Excellence “
“I Was Just Surviving – Now I’m Leading Again” A Manager’s Story
Managing a Service Desk isn’t just a job – it’s a juggling act. Leading with confidence. Between firefighting issues, handling stretched teams, and keeping customers and stakeholders satisfied, many Service Desk Managers (SDMs) find themselves in survival mode. If this sounds familiar, you’re not alone. In today’s fast-changing IT environment—where hybrid working, AI disruption, and growing expectations are the norm—evenContinue reading ““I Was Just Surviving – Now I’m Leading Again” A Manager’s Story”
F1 Cars, Casio Watches & The Secret Sauce of Digital Success
About the Author John Noctor, SDI’s Chief Customer Success Officer Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s ChiefContinue reading “F1 Cars, Casio Watches & The Secret Sauce of Digital Success”
Surrounded by Intelligence: Our New Reality
About the Author John Noctor, Chief Delivery Officer, SDI. Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s Chief DeliveryContinue reading “Surrounded by Intelligence: Our New Reality “
SDI Spark Conference 2025 Recap: What You Loved & Learned
What an incredible two days at Spark 2025! We’re still buzzing from the brilliant atmosphere, conversations, and fantastic feedback from everyone who attended this year’s conference. Just like every year, Spark25 brought together IT and ITSM professionals from across the world. If you were looking for new insights, learning new concepts, that inspired feeling, or meeting new and familiar faces,Continue reading “SDI Spark Conference 2025 Recap: What You Loved & Learned”
The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]
There is a growing importance of CX leadership in driving business success. According to McKinsey analysis, companies in the United States that are leaders of CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021. As customer experience expectations rise, so does the pressure on leaders to demonstrate their impact. To stay ahead of theContinue reading “The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]”
SDI Awards 2025
A Night to Remember – Thank You! What an unforgettable celebration of service excellence! The SDI Awards 24-25 brought together the brightest minds and most dedicated teams in IT service management for a night of recognition, connection, and well-deserved celebration. From inspiring finalists to victorious winners, the evening was filled with cheers, heartfelt moments, and dancing long into the night.Continue reading “SDI Awards 2025”