The current state of AI in the ITSM industry Around June 2024, we set out to assess the state of AI in the ITSM industry. We conducted a survey and developed a research report, uncovering several key insights. While the data is now over six months old, which is a considerable period in the rapidly evolving AI landscape, the trendsContinue reading “The gradual and steady shift towards AI-powered ITSM”
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Using Human-Centric Experience Data for Better Decision-making
Employee productivity is now a top priority for organisations of all sizes and across industries. From an IT service delivery and support perspective, IT leaders must understand how their IT services either help or hinder employee productivity. Sadly, traditional IT service management (ITSM) metrics are unlikely to deliver this insight (with them instead focusing on the “mechanics” of IT operations,Continue reading “Using Human-Centric Experience Data for Better Decision-making”
Employee Retention: Is the IT Industry Doing Enough to Retain Talent?
The IT industry is going through some exciting changes, with AI, automation, and digitalisation really shaking things up in the workplace. This creates both challenges and opportunities for IT professionals looking to future-proof their careers. But to keep up with emerging technologies, employees must adapt quickly, upskill, and embrace broader responsibilities. So, there are some important questions we need toContinue reading “Employee Retention: Is the IT Industry Doing Enough to Retain Talent?”
Why Effective Employee Training is Essential
Effective employee training isn’t just a nice-to-have — it’s essential. Especially today when many companies strive to keep up with new technological advancements. Employees must keep learning to use the latest tools and technologies to improve service delivery. To do so, they need the right skills to stay efficient and keep up with all those changes. Investing in training andContinue reading “Why Effective Employee Training is Essential”
Learn How to Master Customer Interaction with Our Head of Training
At SDI, our commitment to excellence includes recruiting outstanding professionals. This year, we welcomed Kylie Hamilton as our new Head of Training & Development. Since joining, she has quickly become an invaluable team member, bringing fresh perspectives and expertise to our training programs. One of Kylie’s recent achievements includes passing the ITIL 4 Foundation exam with a perfect score ofContinue reading “Learn How to Master Customer Interaction with Our Head of Training”
IT Staff Management: Balancing Time, Resources, and Wellbeing
IT staff management has changed significantly over the last few years. Many organisations face new challenges today, such as increased workloads and budget constraints, rising cybersecurity concerns, and leadership struggles with maintaining staffing levels. Managers are feeling the strain, too. They’re often overwhelmed, struggling to balance strategic tasks with daily responsibilities. Employee engagement also suffers due to the complexities ofContinue reading “IT Staff Management: Balancing Time, Resources, and Wellbeing”
We’re Delighted To Announce Our SDI Awards 2024-25 Finalists
🎊 After much anticipation, the SDI Awards shortlist has been refined, and the standout SDI Awards Finalists for 2024-25 have been chosen by the judges! These outstanding finalists have set new standards in service excellence, innovation, and commitment—and now it’s time to cheer them on as they head into the final stretch. The winner of each category will be revealedContinue reading “We’re Delighted To Announce Our SDI Awards 2024-25 Finalists”
The AI Revolution in ITSM: A Mega-Trend You Can’t Ignore!
Future-Proof Your IT Strategy and Improve Your Tactics to Achieve Your Business Goals. This research-based report from SysAid helps you navigate the impact of Gen AI on IT strategies and explores the mega trends keeping IT leaders up at night. With insights from decision-makers across a range of industries, this report reveals the current and anticipated priorities for AI withinContinue reading “The AI Revolution in ITSM: A Mega-Trend You Can’t Ignore!”
Are You Ready for the Next Generation of Service Desk Tools, or Still Stuck in the Past?
Let’s be honest—are you ready? Sure, you’re handling tickets like a pro, and your service desk team is putting out fires left and right. But ask yourself this: Are you prepared for the massive shifts happening in IT Service Management (ITSM) right now? Or are you just coasting on last year’s strategies, hoping they’ll hold up? Spoiler alert: They won’t.Continue reading “Are You Ready for the Next Generation of Service Desk Tools, or Still Stuck in the Past?”
Avoiding the Next MGM-Style Cyberattack: Lessons from Frank Abagnale
One successful Gen AI attack on your IT Help Desk could destroy your business. Frank Abagnale tells how MGM resorts were attacked and how you can avoid being the next victim. It’s September 2023 and at the iconic Las Vegas hotels Bellagio, Cosmopolitan and Mandalay Bay, guests are suddenly unable to use their key cards or are finding that roomContinue reading “Avoiding the Next MGM-Style Cyberattack: Lessons from Frank Abagnale”