This year’s SDI Awards night was nothing short of magical as we celebrated our industry’s brilliant service desk and support teams. At SDI, we believe that true progress is built by those who go the extra mile, share their knowledge, and inspire others to grow and thrive. That’s why we introduced a brand-new award this year to honour the incredibleContinue reading “Celebrating Excellence: Meet the 2025 SDI Distinguished Industry Contributors”
Resource Type Archives
How AI is Reshaping IT Jobs: Three Key Changes
How AI is Reshaping IT Jobs: Three Key Changes A recent article by Freshworks explored the transformative impact of artificial intelligence (AI) on IT roles. According to Freshworks’ 2024 AI Workplace report, 85% of IT departments use AI weekly, with nearly half of 7,000 surveyed employees noting improvements in productivity and work quality. AI doesn’t only represent a newContinue reading “How AI is Reshaping IT Jobs: Three Key Changes”
The gradual and steady shift towards AI-powered ITSM
The current state of AI in the ITSM industry Around June 2024, we set out to assess the state of AI in the ITSM industry. We conducted a survey and developed a research report, uncovering several key insights. While the data is now over six months old, which is a considerable period in the rapidly evolving AI landscape, the trendsContinue reading “The gradual and steady shift towards AI-powered ITSM”
Bridge the Gap: How to Improve Collaboration Between IT Support Levels
Enhancing collaboration among IT support levels is crucial for improving service delivery and boosting customer satisfaction. But there are some challenges that often hinder effective collaboration between different support levels. This article will explore: ➡️ What are the five IT support levels? ➡️ What are the common challenges between IT support levels? ➡️ The importance of enhanced collaboration WhatContinue reading “Bridge the Gap: How to Improve Collaboration Between IT Support Levels”
The Future of Customer Service: How GigCX Is Redefining Customer Experience
Customer experience and satisfaction are critical to the success of any business. Research shows it can take up to 12 positive experiences to make up for just one negative one, proving that exceptional service isn’t optional; it’s essential. But customer expectations, technology, and work models are evolving fast. Traditional contact centres can struggle to keep up. That’s where GigCX, or Gig Customer Experience, comes in. By harnessing the power ofContinue reading “The Future of Customer Service: How GigCX Is Redefining Customer Experience”
Using Human-Centric Experience Data for Better Decision-making
Employee productivity is now a top priority for organisations of all sizes and across industries. From an IT service delivery and support perspective, IT leaders must understand how their IT services either help or hinder employee productivity. Sadly, traditional IT service management (ITSM) metrics are unlikely to deliver this insight (with them instead focusing on the “mechanics” of IT operations,Continue reading “Using Human-Centric Experience Data for Better Decision-making”
Employee Retention: Is the IT Industry Doing Enough to Retain Talent?
The IT industry is going through some exciting changes, with AI, automation, and digitalisation really shaking things up in the workplace. This creates both challenges and opportunities for IT professionals looking to future-proof their careers. But to keep up with emerging technologies, employees must adapt quickly, upskill, and embrace broader responsibilities. So, there are some important questions we need toContinue reading “Employee Retention: Is the IT Industry Doing Enough to Retain Talent?”
Effective Leadership Strategy: 5 Changes Your Company Needs to Implement Today
If you want your business to thrive in 2025 and beyond, standing still isn’t an option. Taking proactive steps today can set the stage for greater innovation, stronger teams, and a more adaptable organisation. Inspired by insights from MIT Sloan Management Review, here are five impactful changes to implement now—and why they matter for effective leadership strategy. Uncover the reasonsContinue reading “Effective Leadership Strategy: 5 Changes Your Company Needs to Implement Today”
Why Effective Employee Training is Essential
Effective employee training isn’t just a nice-to-have — it’s essential. Especially today when many companies strive to keep up with new technological advancements. Employees must keep learning to use the latest tools and technologies to improve service delivery. To do so, they need the right skills to stay efficient and keep up with all those changes. Investing in training andContinue reading “Why Effective Employee Training is Essential”
Questions to Ask Before (and After) Implementing an IT Self-Service Portal
If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how that support team function, right? When today’s end-users try to solve an issue, they usually want two things. First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support team to provide answers. Often, that meansContinue reading “Questions to Ask Before (and After) Implementing an IT Self-Service Portal”