What is SDI service improvement? SDI offer a complete range of practical support services that we tailor to your unique service offering. Our combination of industry best practice knowledge, along with over 35 years of experience and passion for ITSM, allows us to add great value to your organisation and create tangible results for support teams and their customers acrossContinue reading “Service Improvement Brochure”
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Service Desk Analyst – Professional Standard
Service Desk Analyst (SDA) 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 Analyst (SDA) Professional Standard. Aligned with new ITIL® and modern IT service practices, this standard establishes the blueprint for high-quality IT support, equipping service desk analysts and teams withContinue reading “Service Desk Analyst – Professional Standard”
Automation ITSM Tools Demo Day
Automation ITSM Tools Demo Day This is a virtual, on-demand event. These recorded sessions will be your ultimate guide to a wide range of automation tools, with insightful demos showcasing the latest breakthroughs in ITSM automation. Watch the sessions on our SDI BrightTalk channel Automation with HaloITSM Featuring Benedict Barrett, Enterprise Solutions Architect, HaloITSM Freshservice: AI-Powered Revolution: Propel IT ForwardContinue reading “Automation ITSM Tools Demo Day”
Episode 3: The Personal Touch of AI
Welcome to the third episode of our podcast, ‘The ITSM Spotlight’. In this episode, we’re discussing the personal or human side of AI and answering why companies should focus on personalisation and AI-driven customer experiences in 2024. Listen to the new episode HERE! Transcript: Hello, and welcome back to the ITSM Spotlight podcast, where we discuss the IT industry’s latestContinue reading “Episode 3: The Personal Touch of AI”
Episode 2: Looking for Talent in 2024 and Fighting Talent Shortage
️️️Welcome to the second episode of our podcast, ‘The ITSM Spotlight’, where we uncover the secrets to thriving in challenging times. In this episode, we’re exploring the impact of talent shortages, economic uncertainties, and tech advancements on the workforce in 2024. Learn about strategies for attracting top talent and the rise of skills-based hiring, and discover the must-have IT skills forContinue reading “Episode 2: Looking for Talent in 2024 and Fighting Talent Shortage”
The ITSM Spotlight Podcast by SDI
Welcome to our new podcast: The ITSM Spotlight! Join us every six weeks as we unravel the latest trends, share success stories, and explore the world of technology and the ITSM industry. Whether you’re a tech enthusiast, IT professional, CX leader, a business owner, or just curious about the latest developments in the field, we’ve got you covered. ⚡ Don’tContinue reading “The ITSM Spotlight Podcast by SDI”
Coffee Break Series: Benefits of Intelligent Automation
How Artificial Intelligence capabilities are changing the landscape of service management. Recent SDI research shows that 65% of service desks expect to be investing in some form of virtual agent, chat bot or Artificial Intelligence technologies over the next two years. What will this mean for those working in IT services and support, their customers, and the industry in general?Continue reading “Coffee Break Series: Benefits of Intelligent Automation”
Webinar: AI Chatbots – Friend or Foe
Artificial Intelligence Can Improve Your Service Desk Delivery Artificial Intelligence can improve your Service Desk delivery without it becoming a hindrance to IT. A properly laid out AI Chatbot project can significantly enhance Service Management effectiveness by exposing, categorizing, and organizing your ITSM data. When exposed and further enriched with machine learning, natural language processing, and sentiment analysis, this informationContinue reading “Webinar: AI Chatbots – Friend or Foe”
Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg
Creating Affordable Benchmarks for Service Desks Personalised Benchmarks cost too much. That’s right… they’re simply too expensive! That’s why SDI and MetricNet have joined forces. Together, SDI and MetricNet believe that benchmarks are an indispensable tool that should be affordable to all managers. In this webinar we spoke with Jeff Rumburg, Managing Partner at MetricNet, to talk about what youContinue reading “Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg”
In-House vs Outsourced Training: What You Need to Know
A survey by LinkedIn Learning revealed that 68% of IT professionals prefer training that includes a mix of in-house and outsourced approaches, as it offers both relevance and industry-wide perspectives. But choosing between in-house and outsourced training can be challenging. Both have their own benefits and drawbacks. In this blog, we’ll do a straightforward comparison to help you decide which isContinue reading “In-House vs Outsourced Training: What You Need to Know”