About the Author John Noctor, Chief Delivery Officer, SDI. Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s Chief DeliveryContinue reading “Surrounded by Intelligence: Our New Reality “
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The Global Best Practice Standard for Service Desk – Version 9
NEW Version 9.0 Available Now The Global Best Practice Standard for Service Desk is one of the most powerful tools available to support your continual improvement journey. Widely adopted around the world and recognised across the IT industry, the Standard offers a detailed best practice model that examines every aspect of service desk operations, including leadership, customer and employee experience,Continue reading “The Global Best Practice Standard for Service Desk – Version 9”
The Future of Customer Service: How GigCX Is Redefining Customer Experience
Customer experience and satisfaction are critical to the success of any business. Research shows it can take up to 12 positive experiences to make up for just one negative one, proving that exceptional service isn’t optional; it’s essential. But customer expectations, technology, and work models are evolving fast. Traditional contact centres can struggle to keep up. That’s where GigCX, or Gig Customer Experience, comes in. By harnessing the power ofContinue reading “The Future of Customer Service: How GigCX Is Redefining Customer Experience”
Effective Leadership Strategy: 5 Changes Your Company Needs to Implement Today
If you want your business to thrive in 2025 and beyond, standing still isn’t an option. Taking proactive steps today can set the stage for greater innovation, stronger teams, and a more adaptable organisation. Inspired by insights from MIT Sloan Management Review, here are five impactful changes to implement now—and why they matter for effective leadership strategy. Uncover the reasonsContinue reading “Effective Leadership Strategy: 5 Changes Your Company Needs to Implement Today”
Questions to Ask Before (and After) Implementing an IT Self-Service Portal
If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how that support team function, right? When today’s end-users try to solve an issue, they usually want two things. First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support team to provide answers. Often, that meansContinue reading “Questions to Ask Before (and After) Implementing an IT Self-Service Portal”
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”
Service Desk Benchmarking Report v.10
Benchmark Your Service Desk Performance Want to know how your service desk compares to the rest of the industry? SDI’s latest 2024 Service Desk Benchmarking Report is here to provide the insights you need. For nearly two decades, we have been tracking the performance of service desks worldwide, and this tenth edition brings you the most comprehensive look at theContinue reading “Service Desk Benchmarking Report v.10”
The Service Desk’s Role in Risk Management
The Service Desk’s Role in Risk Management Virtual Event (on-demand) Watch the on-demand sessions from The Service Desk’s Role in Risk Management virtual event and learn how the Service Desk can drive a risk-aware culture in your organisation. You can watch the sessions on our SDI BrightTalk channel. Effective Cyber Incident Response Marc Alexander, Regional Security Program Manager, Microsoft ShowContinue reading “The Service Desk’s Role in Risk Management”
Service Desk Essential Handbook
This service desk handbook is your essential guide to a brilliant service desk, according to the latest Global Best Practice. It lays out the description and maturity level for all of the 138 criteria from the Global Best Practice Standard for Service Desk (Best Practice Standard). From analysts to CIOs, professionals at all levels can use the detail and expert knowledge inContinue reading “Service Desk Essential Handbook”
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”