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”
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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?”
From “We’re Not Ready” to Award Winners: Emerald Publishing’s SDI Awards Journey
When Emerald Publishing entered the SDI Awards 2026, they weren’t confident they would win. In fact, they weren’t even sure they were ready to enter at all. Yet today, they stand as winners of the Service Desk Customer Experience of the Year 2026, and their story is exactly the kind that should make other service desks stop and think: whyContinue reading “From “We’re Not Ready” to Award Winners: Emerald Publishing’s SDI Awards Journey”
How Capgemini Showcased Their Global Service Desk Transformation
What does excellence look like at enterprise scale? For Capgemini Technology Services India, it meant transforming their internal global service desk supporting over 360,000 users and being recognised as a finalist at the SDI Awards. Their story shows not just what high-performing service desks achieve, but how the SDI Awards process can help you articulate, validate, and elevate that success.Continue reading “How Capgemini Showcased Their Global Service Desk Transformation”
SDI Awards 2026 – Congratulations Finalists and Winners
Oh what a night! The evening of 19 March 2026 was certainly was a night to remember. Once again, the SDI Awards 2026, in association with ITIL – Official Awards Partner, brought together the very best in IT service management for an evening full of energy, pride, and well-deserved celebration. From inspiring finalists to truly exceptional winners, the room wasContinue reading “SDI Awards 2026 – Congratulations Finalists and Winners”
Why Copilot Tools Are Your Team’s Next Competitive Advantage
Future-Proofing the Service Desk: Why Copilot Tools Are Your Team’s Next Competitive Advantage If you’ve spent any time in a service desk over the last few years, you’ll recognise the pattern: tickets keep coming, complexity keeps rising, and expectations never stop increasing. Despite all the automation platforms and self-service portals in place, service desk teams still find themselves stretched thin,Continue reading “Why Copilot Tools Are Your Team’s Next Competitive Advantage”
Why Observability for Service Desks Matters More Than Ever
From Visibility to Action: Why Observability for Service Desks Matters More Than Ever In modern digital environments, service desks are under increasing pressure. Systems are more distributed, cloud adoption is widespread, user expectations are higher, and business operations rely heavily on uninterrupted digital services. Yet many service desks are still working reactively. Observability for service desks is becoming essential, notContinue reading “Why Observability for Service Desks Matters More Than Ever”
AI in Service Management: Why Data & Readiness Matter
Mind the Gap: Why Data and Organisational Readiness Determine AI Success in Service Management By Darren Rose, Service Transformation Partner, FSP AI is arriving in IT service management at speed (it’s already here in fact), and the pressure on teams to adopt AI is real. Vendors promise transformation through utilising their latest AI capabilities, leadership teams are asking difficult questionsContinue reading “AI in Service Management: Why Data & Readiness Matter”