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™”
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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”
From 42 Desks to Intelligent Support: The Road to Success
From 42 Desks to Intelligent Support: The Road to Success By Andrew Hardwick, End User Services Operations Director and Katie Morlino, Service Solutions Director at Arcadis If you’ve ever led a transformation that spanned years, time zones, and cultures, you’ll know the technology is only half the story. The rest is people, process, and persistence. Our journey to an AIContinue reading “From 42 Desks to Intelligent Support: The Road to Success”
When a “great” service desk is a warning sign
When a “great” service desk is a warning sign By Mark Boyer, Service Operations Director, Softcat We have a strange habit in IT. When the system is broken, we do not redesign the system. We celebrate the people who cope with it. We hand out praise for resilience. We reward heroics. We tell stories about someone who stayed late,Continue reading “When a “great” service desk is a warning sign”
ITIL® Is Evolving.
ITIL® Is Evolving. Here’s What That Means for SDI’s ITIL Training. If you’ve worked with ITIL for any length of time, you’ll know one thing for certain: it never stands still. As the way we design, deliver and support services changes, ITIL evolves with it. That’s exactly what we’re seeing now, as the framework moves on from ITIL® 4 intoContinue reading “ITIL® Is Evolving.”
The Forgotten Art of Service Catalogues
The Forgotten Art of Service Catalogues By Sophie Hussey, Senior Technology & Service Management Consultant, Lapis Consulting Services Ltd. Service Catalogues rarely get much love. In many organisations, they exist because someone said they should: a list of services, created once, published somewhere, and quietly forgotten. They’re often seen as administrative overhead rather than something that actively helps teams or customers.Continue reading “The Forgotten Art of Service Catalogues”
Defining Your Values For Authentic IT service Leadership
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”
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”