According to McKinsey research, the adoption of generative AI in the workplace has more than doubled in the past five years, with continued investment. But despite many organisations quickly adopting AI, some still haven’t seen big productivity boosts. Why? Well, extensive training is needed for current and future employees to make the most of these AI tools, which organisations doContinue reading “The Adoption of Generative AI in the Workplace”
Resource Type Archives
Best Practice for Managing Service Desk Teams [+ Case Study Examples]
For many organisations, the service desk is the beating heart of the user experience. It is the centre of operations that keeps everything going smoothly. However, perceptions are not always the same as results. Even if your service desk team meets all pre-defined performance metrics, this doesn’t mean they are realising their full potential – or that they are satisfied.Continue reading “Best Practice for Managing Service Desk Teams [+ Case Study Examples]”
SDI Awards 2024~25: More Time, More Glitz, and Yes, More Categories!
The stage is set, the spotlight is warming up, and an extraordinary opportunity knocks at your door! We’re beyond thrilled to roll out the red carpet for the most awaited event of the year – the SDI Awards 2024~25. This isn’t just an awards ceremony; it’s a grand celebration of innovation, dedication, and unmatched excellence in the service desk andContinue reading “SDI Awards 2024~25: More Time, More Glitz, and Yes, More Categories!”
Hiring Trends: Are You Looking In The Right Places?
by Karyn Wilkins, Director – Service Desk Resourcing: ITSM Recruitment. SDI Associate. Recruiting the right people is tough – ask any service desk manager with empty seats to fill. Candidates are in short supply and those that you do see, somehow just aren’t quite what you’re looking for. Common feedback we hear at SDI is “the tech skills wereContinue reading “Hiring Trends: Are You Looking In The Right Places?”
Understanding the ITSM Landscape in 2024
In this blog post, we’ll explore how the adoption of new AI technologies is impacting the ITSM industry and dive into some statistics related to the common challenges organisations face. We’ll also take a closer look at cybersecurity trends and the latest trends in improving employee experience in 2024. So, if you’re interested in getting a better picture of howContinue reading “Understanding the ITSM Landscape in 2024”
AI in Customer Service: Can AI Replace Customer Support Agents?
The increasing adaptation of Artificial Intelligence (AI) is revolutionising how organisations interact with their customers. But there’s one question lingering on everyone’s minds. Can AI truly replace human agents in customer support? Any evolution in technology often leads to tough questions and shifts in customers’ mindsets. And research suggests people are more open to adapting AI than ever. According to a surveyContinue reading “AI in Customer Service: Can AI Replace Customer Support Agents?”
How to Use ChatGPT for Effective Workplace Learning
As artificial intelligence (AI) continues to advance, it’s important to find the right balance between human and AI work to succeed in the modern workplace. The rise of user-friendly AI tools, like ChatGPT, is a significant technological shift. With over 100 million users in two months, ChatGPT has quickly become a popular choice for many people. So, understanding how toContinue reading “How to Use ChatGPT for Effective Workplace Learning”
CGI’s Success Story: 12 Years of Excellence with SDI’s 5-Star Status
We’re delighted to share the fantastic news that CGI UK’s service desk has secured the prestigious SDI 5-star ‘World Class’ status for an impressive twelfth consecutive year. After completing three days of rigorous auditing by our SDI Certification team, CGI’s service desk once again achieved the highest score ever awarded in the Service Desk Certification (SDC) programme – a remarkable 99.99%! This outstandingContinue reading “CGI’s Success Story: 12 Years of Excellence with SDI’s 5-Star Status”
What Does a Happy Service Desk Look Like In 2024?
Creating and maintaining a positive work environment is crucial for organisations pursuing long-term success. But when it comes to achieving a happy service desk, it’s about more than just resolving technical issues. It’s about building content and a motivated service desk team. But the big question is, how do we create a service desk that is both efficient and happy? Creating aContinue reading “What Does a Happy Service Desk Look Like In 2024?”
5 Amazing Applications of AI In ITSM Today
Companies around the world are utilising AI applications to enhance their procedures, optimise costs, avoid human mistakes, assist customers, improve customer experience, manage IT systems, and automate repetitive tasks. And as AI becomes more prevalent, its uses (and this list) will expand even further. We could even say that AI is taking the lead in transforming how companies operate. AccordingContinue reading “5 Amazing Applications of AI In ITSM Today”