Welcome to our new podcast: The ITSM Spotlight! Join us every six weeks as we unravel the latest trends, share success stories, and explore the world of technology and the ITSM industry. Whether you’re a tech enthusiast, IT professional, CX leader, a business owner, or just curious about the latest developments in the field, we’ve got you covered. ⚡ Don’tContinue reading “The ITSM Spotlight Podcast by SDI”
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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”
In-House vs Outsourced Training: What You Need to Know
A survey by LinkedIn Learning revealed that 68% of IT professionals prefer training that includes a mix of in-house and outsourced approaches, as it offers both relevance and industry-wide perspectives. But choosing between in-house and outsourced training can be challenging. Both have their own benefits and drawbacks. In this blog, we’ll do a straightforward comparison to help you decide which isContinue reading “In-House vs Outsourced Training: What You Need to Know”
Digital Employee Experience Unleashed: Navigating the Evolution of ITSM Tools Through the Decades
Buckle up as we embark on a whirlwind journey through the maze of IT Service Management (ITSM) evolution, with a pit stop in today’s oasis of digital employee experience and a sneak peek into the crystal ball of IT’s future. It’s a story of humble beginnings, dazzling innovations, and, yes, the occasional tech-induced headache. All aboard the ITSM Express, whereContinue reading “Digital Employee Experience Unleashed: Navigating the Evolution of ITSM Tools Through the Decades”
AI in ITSM: 62% of Respondents Find AI Integration Challenging
There is a growing trend towards integrating AI-based capabilities within ITSM processes. According to our recent research, 71% of organisations are researching or piloting AI in ITSM, while only 4% have fully integrated AI into their IT service management. These statistics indicate that while many organisations are aware of AI’s potential, full integration is still low. Why? Moving from pilot projectsContinue reading “AI in ITSM: 62% of Respondents Find AI Integration Challenging”
Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]
Proactive customer service has been at the top of the list of customer service trends for many years. By being proactive in engaging with customers, businesses can improve satisfaction, loyalty, efficiency, and brand image. Although the benefits are obvious, some customer service teams have not fully adopted this approach because of challenges and barriers. In this article, we’ll answer what is proactiveContinue reading “Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]”
Debunking Common Myths About Professional Recruitment Agencies
When it comes to finding the right talent for your business, misconceptions about recruitment agencies abound. However, engaging a professional recruiter offers numerous benefits. Let’s debunk some of the most prevalent myths. Myth 1: Recruitment Agencies Are Too Expensive Reality: A Cost-Effective Investment Many believe that recruitment agencies charge exorbitant fees, making them an expensive choice. The reality is thatContinue reading “Debunking Common Myths About Professional Recruitment Agencies”
How to Start and Advance Your Career in IT Support
If you want to enter the tech industry, IT support is a great place to start—and a very popular choice. IT professionals are often in high demand due to the role of technology in modern society and the existing gap between the demand for qualified IT workers and the supply. 📊 According to the US Bureau of Labor Statistics, there are approximately 377,500Continue reading “How to Start and Advance Your Career in IT Support”