Defining Your Values: A Practical Path to Authenticity By Sophie Hussey, Senior Technology & Service Management Consultant, Lapis Consulting Services Ltd. Authenticity is often discussed at work—often in vague, fluffy terms. ‘Just be yourself.’ ‘Bring your whole self to work.’ Helpful? Not always. In my experience, authenticity only becomes meaningful when it’s grounded in something tangible: your values. When youContinue reading “Defining Your Values For Authentic IT service Leadership”
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User-centred design thinking
Having the User at the Heart of Everything You Do (When It Actually Matters) By Nikki Saxton-Maund, Digital & Technology Services (DTS) Service Support Lead, HM Courts and Tribunals Service (HMCTS) ‘Putting users at the heart of everything you do’ is a phrase most of us are familiar with. We see it in strategies, values, and slides across organisations.Continue reading “User-centred design thinking”
Maritime and Coastguard Agency: First Organisation Audited Against the Global Best Practice Standard for Service Desk v9.0
The Maritime and Coastguard Agency (MCA) is set to become the first organisation to undergo a Service Desk Certification (SDC) audit using the newly launched Global Best Practice Standard for Service Desk v9.0. This marks a significant milestone for both the MCA and the wider service management community, underscoring the agency’s commitment to modern, customer-focused, and resilient service delivery. The GlobalContinue reading “Maritime and Coastguard Agency: First Organisation Audited Against the Global Best Practice Standard for Service Desk v9.0”
Finding the Magic: Why Mark Boyer Says the Future of IT Won’t Come From IT
At SDI Spark 26 this March, keynote speaker Mark Boyer will take centre stage with a provocative message: “The next great idea for IT services won’t come from inside IT.” It’s a statement he recently shared on LinkedIn—one that raised eyebrows because it hits at a deep truth many in IT have felt but haven’t articulated. For decades, IT leadersContinue reading “Finding the Magic: Why Mark Boyer Says the Future of IT Won’t Come From IT”
10 Signs Your Service Desk Needs a Health Check
A high-performing service desk is essential for delivering quality IT support, maintaining end-user satisfaction, and enabling the wider business. But under pressure from rising demand, evolving technology, and limited resources, even experienced service desks can develop blind spots. If you’re unsure where your service is underperforming – or how to improve – it may be time for a Service DeskContinue reading “10 Signs Your Service Desk Needs a Health Check”
We’re Delighted To Announce Our SDI Awards 2026 Finalists
We are thrilled to announce the finalists for the SDI Awards 2026! This year’s entries have shown outstanding dedication, innovation, and heart from across the service desk and support community. Our judges were truly inspired by the exceptional achievements shared, making every decision both exciting and incredibly challenging. A huge congratulations to all our finalists — your hard work andContinue reading “We’re Delighted To Announce Our SDI Awards 2026 Finalists”
We’re Delighted To Announce Our SDI Awards 2026 Shortlist
We’re delighted to announce the shortlist for the SDI Awards 2026! This year’s entries showcased incredible dedication, innovation, and passion within the service desk and support community. The judges were truly impressed by the quality of submissions, making the selection process both inspiring and challenging. Our shortlisted finalists will be presenting to the judging panel virtually from Monday, October 13th.Continue reading “We’re Delighted To Announce Our SDI Awards 2026 Shortlist”
Stop Saying “We’ve Always Done It This Way” — Make Service Desk Change Stick
In IT support, the biggest barrier to progress isn’t budget or tools — it’s mindset. Every service desk leader has heard it: “We’ve always done it this way.” Outdated workflows, clunky systems, and resistance to change slow teams, frustrate users, and burn out staff. Modernising your service desk doesn’t have to be hard. Read the HOTH (House on the Hill)Continue reading “Stop Saying “We’ve Always Done It This Way” — Make Service Desk Change Stick”
Escape the Cubicle (or Home Office)!
6 Fun Reasons To Get Away From Your Service Desk Whether you’re staring at the same four walls in the office or in your home office, even the most passionate ITSM professionals need a change of scenery now and then. That’s why getting out to attend a Service Desk Institute (SDI) event is more than just a break—it’s an opportunity!Continue reading “Escape the Cubicle (or Home Office)!”
Service Desk Manager – Professional Standard
Service Desk Manager (SDM) Professional Standard Service Desk Institute (SDI), in collaboration with PeopleCert—a global leader in the examination and certification industry—has developed and updated the Service Desk Manager (SDM) Professional Standard. Aligned with new ITIL® and modern IT service practices, this standard establishes the blueprint for successful service desk management, equipping leaders with the best practice guidance and benchmarks neededContinue reading “Service Desk Manager – Professional Standard”