Seeing Clearly in an Always-On Service World By Simone Jo Moore, SJM HumanisingIT Service environments are not short on capability. Toolsets are sophisticated. Automation is accelerating. AI is increasingly embedded in everyday decision pathways. And yet, beneath that progress, many service professionals recognise something else: a constant hum of motion, the weight of decision load, and the emotional labour ofContinue reading “Seeing Clearly in an Always-On Service World”
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Experience isn’t just part of the service, it is the service
Experience isn’t just part of the service, it is the service By Charlie Whitehead, Head of Operations Excellence, Computacenter For years, the only method to evaluate IT service performance was through traditional SLAs – looking at how fast an issue gets resolved, if service interruptions happen often or how quickly a device can be delivered to a user. But technicalContinue reading “Experience isn’t just part of the service, it is the service”
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”
15 CPD Points at SDI Conference
Spark27: The SDI Conference Earns Attendees 15 CPD Points for their ITIL Certifications The Service Desk Institute (SDI) is thrilled to announce that Spark27: The SDI Conference continues to deliver fantastic value to attendees by offering the opportunity to earn 15 Continuing Professional Development (CPD) points for their ITIL certifications. This significant point of difference ensures ITIL certification holders canContinue reading “15 CPD Points at SDI Conference”
The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem
The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem By Tarun Dewat, Head of IT Service Management, Sandwell & West Birmingham NHS Trust For decades, the First-Time Fix (FTF) rate has been the Service Desk’s crown jewel. It sits proudly on dashboards, usually hovering around 70% or 80%, framed as a badge of efficiency. We tellContinue reading “The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem”
Why CSAT isn’t enough: What IT leaders need to see next
Why CSAT isn’t enough for modern IT leaders For decades, Customer Satisfaction (CSAT) has been the default measure of IT performance. It’s familiar, it’s simple, and it appears to give leaders a sense of control. It’s just one number, averaged across thousands of tickets, telling us whether things are “good enough.” But the truth is that CSAT hasn’t evolved, even thoughContinue reading “Why CSAT isn’t enough: What IT leaders need to see next”
From the F1 Grid To The Spark Stage
Every Formula 1 race starts long before lights out Lessons in High-Performance IT from McLaren and Freshworks Before the cars line up on the grid, McLaren’s technology teams are already racing; rebuilding garages from empty shells, running kilometres of cabling, and lighting up mission-critical systems that simply have to work. In a sport where milliseconds decide podiums, performance off the track matters just asContinue reading “From the F1 Grid To The Spark Stage”
Comparing Best Free ITSM Software: What IT Teams Need to Know in 2026
Free IT service management tools will provide startups and small IT units with a realistic way to implement structure, accountability, and simple ITIL-compatible practices without making a huge platform investment in 2026. These tools will enable you to centralise the tickets, keep track of the assets, and automate basic workflows, instead of using email and spreadsheets, allowing the service deskContinue reading “Comparing Best Free ITSM Software: What IT Teams Need to Know in 2026 “
SDI Service Excellence Framework™
By Mike Kyffin Why SDI Built the Service Excellence Framework™ For a long time, service management has been dominated by process maturity models, tooling decisions, and compliance checklists. Those things still matter — but they no longer define success. Today, service leaders are judged on very different questions: How does our service actually feel to customers? Are we ready forContinue reading “SDI Service Excellence Framework™”
SDC v9, ITIL 4 and new ITIL
By John Noctor, Chief Customer Success Officer, SDI Why we didn’t wait for the framework to catch up Aligned to ITIL® 4 today. Ready for ITIL (version 5) tomorrow. Delivering experience and impact now. For years, IT service management has lived with an uncomfortable truth. We’ve been excellent at controlling services, pretty good at measuring performance, but often poor at answering the question that really matters: DoesContinue reading “SDC v9, ITIL 4 and new ITIL”