*NEW* SDI Member Benefit: Free 30-Minute Consultation with IT expert Damian Bowen At SDI, our mission is to help our members deliver brilliant service and achieve their professional goals. That’s why we’re thrilled to introduce a brand-new member benefit: a free 30-minute one-to-one consultation with SDI advisor and IT service expert, Damian Bowen. Your free session is bookable through theContinue reading “A Valuable New Benefit for SDI Members”
Privacy Type Archives
Exploring the Evolution from V8.0 to V9.0
June Premium Perk: Spark25 Video Trio
Every month we’re releasing a bonus piece of content, resource or offer exclusively for Premium Members for one month only. Your Premium Perk for June 2025 is a trio of speaker presentation videos from our incredible service desk conference, Spark25. This content is otherwise only available to Spark25 delegates, so make sure you watch them while they’re here and makeContinue reading “June Premium Perk: Spark25 Video Trio”
Improve Your Service Desk with May’s Premium Template Pack
We’re excited to launch the first in a new monthly series of downloadable premium template packs exclusively for Premium Members. This month’s release includes: ✅ Service Desk Team Meeting – Terms of Reference Template A simple but powerful structure to help you formalise your meeting agenda, document meeting details, keep teams aligned, and drive consistent service improvements. 🔗 Download HEREContinue reading “Improve Your Service Desk with May’s Premium Template Pack”
The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]
There is a growing importance of CX leadership in driving business success. According to McKinsey analysis, companies in the United States that are leaders of CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021. As customer experience expectations rise, so does the pressure on leaders to demonstrate their impact. To stay ahead of theContinue reading “The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]”
Bridge the Gap: How to Improve Collaboration Between IT Support Levels
Enhancing collaboration among IT support levels is crucial for improving service delivery and boosting customer satisfaction. But there are some challenges that often hinder effective collaboration between different support levels. This article will explore: ➡️ What are the five IT support levels? ➡️ What are the common challenges between IT support levels? ➡️ The importance of enhanced collaboration WhatContinue reading “Bridge the Gap: How to Improve Collaboration Between IT Support Levels”
AI-Powered Service Desk: We Tested Best AI Prompt Frameworks
When it comes to ChatGPT prompts, finding the right framework is key! It can totally transform your AI-generated responses, making them more accurate and on point. So, whether you’re a Service Desk Manager, a developer, a Marketer, a content creator, or just curious about the fascinating world of AI, exploring these commonly used ChatGPT prompt frameworks can be a game-changer. In thisContinue reading “AI-Powered Service Desk: We Tested Best AI Prompt Frameworks”
An Introduction to Problem Management
What is problem management? 💡 Problem management is an ITSM process that aims to minimise the adverse impact of incidents and problems on the business caused by errors within the IT infrastructure. Its goal is to prevent the recurrence of incidents related to these errors, establish the root cause of incidents, and initiate actions to improve or correct the situation.Continue reading “An Introduction to Problem Management”
Member VIP Lounge – Experience Management
Experience Management: What is it, why do you need it and how to do it? Mark Bewick and Neville Hughes have some serious knowledge when it comes to experience management, customer and employee happiness! In this month’s SDI VIP member lounge, Mark and Neville take a deep-dive into what Experience Management is and why it’s essential you use it. TheyContinue reading “Member VIP Lounge – Experience Management”
Member VIP Lounge – Digital Sustainability
Want to understand more about sustainability in the digital context? Watch this informative Member Exclusive session on-demand to explore the sustainability imperative and the digital imperative, the challenges we face regarding digital sustainability and suggestions for what you can do to become more digitally sustainable. 📺 Click below to view this member-exclusive content