Shaping the Future of Service and Support: A Conversation on Automation and Bots In this recorded Member VIP session, Jeff Rumburg, Managing Partner at MetricNet, and David Wright, SDI’s Chief Value & Innovation Officer, engage in a dynamic discussion about the role of automation and bots in shaping the future of service desks: ✔️ Discover the pivotal role of automationContinue reading “Member VIP Lounge – Shaping the Future of Service and Support”
Resource Type Archives
Member VIP Lounge – Customer Experience & Journey Mapping
In the first of our brand new series of Member VIP Lounge events, exclusively for all SDI members, learn how to grow your service experience by taking a deep dive into customer journey mapping. A recent SDI survey told us that two-thirds of service desks have never done a customer journey mapping exercise, but we know it is one ofContinue reading “Member VIP Lounge – Customer Experience & Journey Mapping”
Automation ITSM Tools Demo Day
Automation ITSM Tools Demo Day This is a virtual, on-demand event. These recorded sessions will be your ultimate guide to a wide range of automation tools, with insightful demos showcasing the latest breakthroughs in ITSM automation. Watch the sessions on our SDI BrightTalk channel Automation with HaloITSM Featuring Benedict Barrett, Enterprise Solutions Architect, HaloITSM Freshservice: AI-Powered Revolution: Propel IT ForwardContinue reading “Automation ITSM Tools Demo Day”
Evolving Strategy for the Hybrid Era
Learn insights for hybrid work success and technology trends in the service desk industry. View the presentations from this popular in-person event. ➡️ The DVSA Service Desk. Supporting DVSA’s commitment to keeping Britain’s roads safe. ➡️ Euromonitor: Doing Hybrid Right ➡️ Freshworks: Using ITSM to improve employee experiences – Lessons from IT Management Services Leaders, Waterstons ➡️ HappySignals: Evolving Your IT Service Desk StrategyContinue reading “Evolving Strategy for the Hybrid Era”
Coffee Break Series: Benefits of Intelligent Automation
How Artificial Intelligence capabilities are changing the landscape of service management. Recent SDI research shows that 65% of service desks expect to be investing in some form of virtual agent, chat bot or Artificial Intelligence technologies over the next two years. What will this mean for those working in IT services and support, their customers, and the industry in general?Continue reading “Coffee Break Series: Benefits of Intelligent Automation”
Webinar: AI Chatbots – Friend or Foe
Artificial Intelligence Can Improve Your Service Desk Delivery Artificial Intelligence can improve your Service Desk delivery without it becoming a hindrance to IT. A properly laid out AI Chatbot project can significantly enhance Service Management effectiveness by exposing, categorizing, and organizing your ITSM data. When exposed and further enriched with machine learning, natural language processing, and sentiment analysis, this informationContinue reading “Webinar: AI Chatbots – Friend or Foe”
Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg
Creating Affordable Benchmarks for Service Desks Personalised Benchmarks cost too much. That’s right… they’re simply too expensive! That’s why SDI and MetricNet have joined forces. Together, SDI and MetricNet believe that benchmarks are an indispensable tool that should be affordable to all managers. In this webinar we spoke with Jeff Rumburg, Managing Partner at MetricNet, to talk about what youContinue reading “Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg”