*NEW* SDI’s Guide to Selecting a Remote Support Tool In today’s world, more and more businesses are transitioning to remote work, and with that comes the need for remote support tools. Whether you’re a small business owner or an IT professional in a large organisation, having the right tools at your disposal can make all the difference in providing efficientContinue reading “Selecting a Remote Support Tool – Guide”
Resource Type Archives
How To Create Brilliant Surveys – Guide
We all know how important it is to gather customer feedback. Taking the temperature and pulse of our customer base is one of the key indicators of success for our service desk, and many of us rely on surveys to understand how the customer feels. Something that can often get lost along the way, is that it’s incredibly important toContinue reading “How To Create Brilliant Surveys – Guide”
The Future of Worklife in ITSM: Tech, trends & the human factor
The future of worklife in ITSM is poised at a critical juncture, with the convergence of rapid advances in technology and an increasing focus on the human factor shaping the working landscape. If it does mean an exciting journey to the future, questions arise about the role of technology in transforming IT service management. How could technological advancements affect ITContinue reading “The Future of Worklife in ITSM: Tech, trends & the human factor”
Building A Robust Knowledge Base
What is a knowledge base? Simply put, a knowledge base is a collection of knowledge items or articles that can be used by service desk staff when resolving incidents to speed up resolution or prevent escalation. Retaining and sharing knowledge is key to creating an efficient service, reducing call volumes, and improving resolution times. However, the success of knowledge managementContinue reading “Building A Robust Knowledge Base”
Getting Started with Shared Services
What is shared services? Shared Service is the over-arching term for the practice of merging or sharing elements of back-office functions (i.e. IT, HR, Facilities, Finance), whether its processes, tools, best practice, or a physical service desk team. Shared Services can be pertinent to businesses, as the service desk is not the only department within an organisation to offer services,Continue reading “Getting Started with Shared Services”
DevOps in ITSM: Report
DevOps’ Place in ITSM At the core of DevOps philosophy is its culture and mentality of continuous delivery, collaboration and communication, and leveraging automation can benefit the service desk in terms of shortening time to resolution and fulfilment. DevOps is more than a new way of working; it would bring a complete change in culture to the traditional landscape ofContinue reading “DevOps in ITSM: Report”
Wellbeing at Work: Report
Emotional wellbeing at work has become a hot topic across all industries in recent years, with the publicity garnered helping to raise awareness of mental health and wellbeing as a serious issue. Many people spend more time at work than anywhere else, so it’s important that organisations play their part in supporting positive wellbeing. Many successful, forward-thinking organisations will haveContinue reading “Wellbeing at Work: Report”
An Overview of a Business Case
For many organisations, producing a business case and securing executive approval is the only way of obtaining the funding required to initiate a project, however it should also be viewed as a valuable tool to ensure senior-level commitment and buy-in to the goals you are looking to achieve… ⚡ In this member report, we explored: ✅ Why a business caseContinue reading “An Overview of a Business Case”
Management Reports: Metrics for the Service Desk
This is part 9 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept of stripping the service desk to its basic components and identifies the top 10 steps for providing brilliant service. Of the ten steps, step 8 focuses on producing regular management reports demonstrating KPIs against targets. In this report we explored the metricsContinue reading “Management Reports: Metrics for the Service Desk”
Creating a Knowledge Sharing Culture and Integrating Knowledge Bases
Download this member report, which explores Creating a Knowledge Culture and Integrating Knowledge Bases With tools and technology which monitor and collect system and operational data from networks and infrastructures, IT departments have the opportunity to learn more about their organisations’ performance and productivity than ever before. However, this data is of little use unless it can be processed intoContinue reading “Creating a Knowledge Sharing Culture and Integrating Knowledge Bases”