When SCC entered the SDI Awards, they weren’t waiting for everything to be “finished”. Like many service desks, they were still evolving, still improving, and still building towards the future they wanted to create. But as winners of MSP Service Desk of the Year [Large Enterprise], their journey is an important reminder that you do not need to be atContinue reading “How SCC Found Value Beyond the Trophy”
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Selecting the Appropriate ITSM Events and Training Courses For 2026
With AI, automation and digital employee experience at the top of every IT conversation, selecting the right ITSM events and ITSM training courses could be the difference between a successful ITSM roadmap and a failed one. Smart IT innovators are no longer seeing conferences and courses as single events or fun days, but as investments to help ensure that decision making aroundContinue reading “Selecting the Appropriate ITSM Events and Training Courses For 2026 “
What BigPanda’s Agentic AI Vision Means for Incident Management
For years, ITSM has provided the framework organisations need to deliver reliable services, manage incidents and control change. The principles of service management remain as important as ever, but the environments those principles are being applied to have changed significantly. Cloud services, SaaS platforms, microservices, remote workforces and increasingly complex digital ecosystems have created operational challenges that many organisations areContinue reading “What BigPanda’s Agentic AI Vision Means for Incident Management”
Service Desk Analyst of the Year 2026: Meet Michael Montgomery
When SDI’s Service Desk Analyst of the Year 2026 Michael Montgomery first got involved with the SDI Awards, winning wasn’t on his radar. In fact, entering wasn’t even the plan. Fast forward to Spark26 and Michael found himself standing on stage as the winner of the SDI Service Desk Analyst of the Year 2026 Award! An achievement that not onlyContinue reading “Service Desk Analyst of the Year 2026: Meet Michael Montgomery”
From Benchmarking to Winning: Akita’s SDI Awards Journey
When Akita first entered the SDI Awards in 2025, they weren’t expecting perfection. In fact, they openly recognised that some areas of their customer experience strategy were still evolving. But rather than waiting until everything felt “finished”, they saw the awards as something else entirely: An opportunity to benchmark themselves, learn, and understand where they stood. That decision became theContinue reading “From Benchmarking to Winning: Akita’s SDI Awards Journey”
Supporting IT Managers: Top Training Programs for Leadership in 2026
Support manager training no longer focuses solely on operational know-how but rather on leadership-based training that is strategy, people, and service driven. When IT and support leaders work in highly complex, always-on operating environments, the difference between firefighting and a high-performing, trusted service operation may lie in appropriate training. The Importance Of Leadership-Based Training To IT And Support Managers. Contemporary IT and support managers are supposed to be both serviceContinue reading “Supporting IT Managers: Top Training Programs for Leadership in 2026 “
King’s Service Centre’s Improvement Journey: Raising Certification Scores Year on Year
Inside King’s Service Centre’s Continual Improvement Journey: Raising Service Desk Certification Scores Year on Year Achieving Service Desk Certification is one thing. Continually improving your scores, strengthening service maturity, and driving higher standards year after year is something else entirely. That’s exactly what King’s Service Centre (KSC), the technology support operation behind King’s College London, has demonstrated through its ongoingContinue reading “King’s Service Centre’s Improvement Journey: Raising Certification Scores Year on Year”
Tata Communications achieve 60% reduction in customer portal tickets
IT leaders are under increasing pressure to improve service quality while reducing costs, increasing efficiency, and supporting wider business transformation. That’s why more organisations are turning to SDI’s Service Desk Certification (SDC) to benchmark, improve, and prove service excellence. Organisations that achieve SDI Service Desk Certification are proving something very different. They’re transforming their service desks into: High-performing customer experience functionsContinue reading “Tata Communications achieve 60% reduction in customer portal tickets”
Service Desk Manager Course: Fast-Track Your IT Support Leadership Career
Fast-Track Your IT Support Leadership Career If you want to move from being a strong technical support professional to a confident, recognised people leader, a service desk manager course can help bridge that gap. The right course gives aspiring and current managers a structured framework for strategy, people management, service improvement and performance measurement, while also adding a recognised qualification that canContinue reading “Service Desk Manager Course: Fast-Track Your IT Support Leadership Career “
The Phones Are Ringing. Who’s Really Listening?
By Daniel Breston (BatDan) — Industry Ambassador, SDI & itSMF UK The phones are ringing. Not one or two. All of them. And the chat queue is moving faster than anyone can read it. Something has happened. Nobody knows what yet. But Alex, a service desk analyst, has a theory about why things have gone terribly wrong. Not becauseContinue reading “The Phones Are Ringing. Who’s Really Listening?”