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?”
Resource Type Archives
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”
Meet The Recruiter: Keith Wilkins
We recently caught up with Specialist Recruiter Keith Wilkins to find out more about his career and work as a Consultant for SDI Recruitment. What attracted you to working with SDI? “I was keen to provide a service that would complement the existing SDI products and services, and that could be delivered with the same values, which are so closelyContinue reading “Meet The Recruiter: Keith Wilkins”
From Reactive to Proactive: The Role of ITSM Automation in Transforming Service Delivery
In an ever-evolving digital landscape, contactless technology and self-service solutions have emerged as game-changers, revolutionising the way we interact with the world around us. From payment systems to access control and customer service, the adoption of these technologies is rapidly reshaping our daily experiences. What is Contactless Technology? Contactless technology encompasses a range of applications that enable transactions or interactionsContinue reading “From Reactive to Proactive: The Role of ITSM Automation in Transforming Service Delivery”
AI in Education: Bridging Skill Gaps and Boosting Learning
No one can deny AI is revolutionising many industries, and the education industry is no exception. It’s clear that AI’s role in learning is expanding quickly, and AI is already transforming how we learn and teach. According to some data, the global AI market in education is projected to reach $3.68 billion by 2024. This indicates that AI is transformingContinue reading “AI in Education: Bridging Skill Gaps and Boosting Learning”
Mastering Agile Transformation for High-Performing Service Desk Teams
Challenging the status quo is fundamental in developing a growth mindset. You may stumble, you may fail, it may be uncomfortable, and you will be vulnerable. But you will get back up and keep going. Embrace the Journey, Not Just the Destination” ~ Mehnass Tariq, Service Desk Manager, Yorkshire Water In the coming years, IT service desk delivery isContinue reading “Mastering Agile Transformation for High-Performing Service Desk Teams”