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”
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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 Outdated workflows, clunky systems, and resistance to change slow teams, frustrate users, and burn out staff.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”
Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk
What if your Service Desk could be more than a support function? What if it could be recognised as a high-performing team that leads change, delights customers, and earns respect across the business? This is the story of how Domino’s built a high-performing, customer-obsessed Service Desk. A journey that the Domino’s Pizza team began when they joined SDI’s Service DeskContinue reading “Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk”
Proving ROI in ITSM: Millions Saved While Productivity Is Transformed
Proving ROI in ITSM: Millions Saved While Productivity Is Transformed… The most successful CIOs aren’t just running IT services; they’re proving measurable business value and building trust at the highest levels of the organisation. Even the best IT leaders know the numbers alone don’t always tell the full story. For example hitting SLAs doesn’t matter if costs are rising, productivityContinue reading “Proving ROI in ITSM: Millions Saved While Productivity Is Transformed”
The Blueprint- SDI’s Global Best Practice Standard, Version 9.0
The Blueprint of SDI’s Latest Global Best Practice Standard for Service Desk (V9) Looking to take your service desk to the next level? This Blueprint of SDI’s Global Best Practice Standard is your starting point. Widely adopted around the world and recognised across the IT industry, the Best Practice Standard offers a detailed best practice model that examines every aspect ofContinue reading “The Blueprint- SDI’s Global Best Practice Standard, Version 9.0”
Digital Experience Mapping- The Secret Weapon for Service Desks
Digital Experience Mapping (DEM) is the practice of walking through every IT touchpoint from the user’s perspective to uncover hidden friction, confusing journeys, and gaps between service quality and user perception. By linking technical performance with real user emotions, DEM helps IT move beyond “meeting SLAs” to delivering services that feel easier, faster, and more valuable. The result is higherContinue reading “Digital Experience Mapping- The Secret Weapon for Service Desks”