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Learn How to Master Customer Interaction with Our Head of Training

At SDI, our commitment to excellence includes recruiting outstanding professionals. This year, we welcomed Kylie Hamilton as our new Head of Training & Development. Since joining, she has quickly become an invaluable team member, bringing fresh perspectives and expertise to our training programs. One of Kylie’s recent achievements includes passing the ITIL 4 Foundation exam with a perfect score ofContinue reading “Learn How to Master Customer Interaction with Our Head of Training”

IT Staff Management: Balancing Time, Resources, and Wellbeing

IT staff management has changed significantly over the last few years. Many organisations face new challenges today, such as increased workloads and budget constraints, rising cybersecurity concerns, and leadership struggles with maintaining staffing levels. Managers are feeling the strain, too. They’re often overwhelmed, struggling to balance strategic tasks with daily responsibilities. Employee engagement also suffers due to the complexities ofContinue reading “IT Staff Management: Balancing Time, Resources, and Wellbeing”

We’re Delighted To Announce Our SDI Awards 2024-25 Finalists

🎊 After much anticipation, the SDI Awards shortlist has been refined, and the standout SDI Awards Finalists for 2024-25 have been chosen by the judges! These outstanding finalists have set new standards in service excellence, innovation, and commitment—and now it’s time to cheer them on as they head into the final stretch. The winner of each category will be revealedContinue reading “We’re Delighted To Announce Our SDI Awards 2024-25 Finalists”

Are You Ready for the Next Generation of Service Desk Tools, or Still Stuck in the Past?

Let’s be honest—are you ready? Sure, you’re handling tickets like a pro, and your service desk team is putting out fires left and right. But ask yourself this: Are you prepared for the massive shifts happening in IT Service Management (ITSM) right now? Or are you just coasting on last year’s strategies, hoping they’ll hold up? Spoiler alert: They won’t.Continue reading “Are You Ready for the Next Generation of Service Desk Tools, or Still Stuck in the Past?”

Avoiding the Next MGM-Style Cyberattack: Lessons from Frank Abagnale

One successful Gen AI attack on your IT Help Desk could destroy your business. Frank Abagnale tells how MGM resorts were attacked and how you can avoid being the next victim. It’s September 2023 and at the iconic Las Vegas hotels Bellagio, Cosmopolitan and Mandalay Bay, guests are suddenly unable to use their key cards or are finding that roomContinue reading “Avoiding the Next MGM-Style Cyberattack: Lessons from Frank Abagnale”

Empowering IT Service Desks: Trends, Tools, and Training Insights

In this blog, we’ll explore key findings from our recent 2024 Service Desk Benchmarking Report. This year’s findings highlight significant shifts: despite concerns over automation, 41% of organisations are planning to expand their IT teams. This suggests ongoing demand for skilled professionals amid technological advancements. There’s also a clear shift towards shorter training programs for service desk analysts, potentially indicatingContinue reading “Empowering IT Service Desks: Trends, Tools, and Training Insights”

We’re Delighted To Announce Our SDI Awards 2024-25 Shortlist

🎊 We are delighted to share that the Service Desk Awards for 2024-25 have received an great number of entries. The judges were deeply impressed by most of the entries received, which has made their task all the more challenging but exciting. We are thrilled to announce the shortlist for 2024-25, who will be presenting to the judges virtually fromContinue reading “We’re Delighted To Announce Our SDI Awards 2024-25 Shortlist”

World Class 5-star Service Desk Accreditation to Microland and Clifford Chance

🎉 SDI is delighted to announce that the Microland and Clifford Chance Service Desk has secured the prestigious SDI Service Desk Certification 5-star ‘World Class’ status for the first time. This outstanding achievement not only underscores Microland’s and Clifford Chances’ unwavering commitment to delivering exceptional services but also serves as a shining example of the tangible benefits of the SDI Certification journey. This accreditation recognises Microland’sContinue reading “World Class 5-star Service Desk Accreditation to Microland and Clifford Chance”

Five Ethical Issues of AI in the Modern Workplace

Humanity is again creating a powerful technology that can do amazing things. In only the last few months, we’ve all witnessed the increasing role of AI across various industries. AI can automate data collection, email responses, undertake software testing, invoicing, customer service, and even help in content creation. There’s no doubt about the positive impact AI already has on many businesses. ButContinue reading “Five Ethical Issues of AI in the Modern Workplace”