⚡Discover how to create an effective strategy for your service desk! Download this member guide and discover: ✅ What makes a good service desk strategy? ✅ Steps for implementing one ✅ Key factors you should evaluate and assess ✅ Most common questions answered If you want to dive even deeper, let’s chat! 📞 Book a call with John Noctor at a time toContinue reading “From Vision to Execution: Service Desk Strategy Guide”
Resource Type Archives
Staffing Calculator
Our staffing calculator uses a handful of simple service desk metrics to calculate service level. The values can be set to explore the possible effect on service level if a desk undergoes changes. For example, the impact of increasing or decreasing the number of analysts. Metrics 🔷 Incoming Call Rate – How many calls the service desk receive, on average, per hour 🔷Continue reading “Staffing Calculator”
Benchmarking Report 2024: Key Stats Infographic
Exclusive first look: Service Desk Benchmarking 2024 Infographic We’ve hand-picked some of the most interesting (and surprising) stats from our latest Service Desk Benchmarking research and created this handy Infographic – download it now to get the lowdown before the report is published! Download this infographic and get some insights into: ✅ Do organisations expect their staffing levels to increase orContinue reading “Benchmarking Report 2024: Key Stats Infographic”
From Vision to Execution: A Comprehensive Service Desk Strategy Guide
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”
Shaping the Future of Work: The Impact of Autonomous Agency and AGI
Shaping the Future of Work: The Impact of Autonomous Agency and AGI Is the rise of Artificial General Intelligence (AGI) the beginning of the new era of Autonomous Agency? Since OpenAI released ChatGPT to the world in November 2022, the internet has been in super-hype mode again. Within a week, ChatGPT had gained 1 million users, and since then, we’veContinue reading “Shaping the Future of Work: The Impact of Autonomous Agency and AGI”
Selecting a Remote Support Tool Guide
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 efficient andContinue reading “Selecting a Remote Support Tool Guide”
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”