By John Noctor, SDI Chief Delivery Officer As a consultant and auditor, one of the biggest challenges I find service desks face is creating a robust and meaningful strategy. I think the word “strategy” itself creates a mistaken sense of complexity and difficulty — and that really isn’t the case. All we are looking for is something to show you knowContinue reading “From Vision to Execution: A Comprehensive Service Desk Strategy Guide”
Resource Type Archives
Creating a Happier Service Desk: Combating Technostress via Leadership and XLAs
By Daniel Breston On March 20th each year, we celebrate the International Day of Happiness. This UN-declared day reminds us that happiness is a human right worth celebrating. The theme for 2024 is “Happier Together.” 🎉 In times of uncertainty and conflict, this theme emphasises the importance of feeling connected to others and being part of something bigger. SDI wants to make serviceContinue reading “Creating a Happier Service Desk: Combating Technostress via Leadership and XLAs”
ITSM Statistics, Facts and Trends for 2024
Let’s dive into some of the latest statistics shaping the future of ITSM. We will cover self-service, knowledge management, employee engagement and productivity, training and development, and emerging technologies. If you’d like to stay at the top of the industry trends, read on to learn more! ITSM Statistics ⭕ According to Fact & Factors, the global market for remote support software isContinue reading “ITSM Statistics, Facts and Trends for 2024”
The Adoption of Generative AI in the Workplace
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”
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]”
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 World Class 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%! Continue reading “CGI’s Success Story: 12 Years of Excellence with World Class Status”