“Achieving Service Desk Certification (SDC) 5-star status once felt like a pipe dream… but we proved it’s about mindset, not size.”— Alex Harding, Head of IT Services, Runshaw College In a time when digital services underpin every aspect of business and daily life, the Service Desk has never been more important – or more scrutinised. Service Desk Managers and ITContinue reading “From Uncertified to World-Class: Why Every IT Leader Should Start the SDC Journey Now”
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ITSM Maturity Models: Your Roadmap to Service Excellence
Let’s start with an uncomfortable truth: most IT teams are pushing strategic improvements to the next quarter because they’re busy putting out metaphorical fires every day. Service desks are overwhelmed by repetitive tickets, IT functions get trapped in operational cycles, change processes create bottlenecks, and despite everyone’s best efforts, IT still struggles to demonstrate its true value to the business.Continue reading “ITSM Maturity Models: Your Roadmap to Service Excellence “
“I Was Just Surviving – Now I’m Leading Again” A Manager’s Story
Managing a Service Desk isn’t just a job – it’s a juggling act. Leading with confidence. Between firefighting issues, handling stretched teams, and keeping customers and stakeholders satisfied, many Service Desk Managers (SDMs) find themselves in survival mode. If this sounds familiar, you’re not alone. In today’s fast-changing IT environment—where hybrid working, AI disruption, and growing expectations are the norm—evenContinue reading ““I Was Just Surviving – Now I’m Leading Again” A Manager’s Story”
F1 Cars, Casio Watches & The Secret Sauce of Digital Success
About the Author John Noctor, SDI’s Chief Customer Success Officer Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s ChiefContinue reading “F1 Cars, Casio Watches & The Secret Sauce of Digital Success”
SDI Spark Conference 2025 Recap: What You Loved & Learned
What an incredible two days at Spark 2025! We’re still buzzing from the brilliant atmosphere, conversations, and fantastic feedback from everyone who attended this year’s conference. Just like every year, Spark25 brought together IT and ITSM professionals from across the world. If you were looking for new insights, learning new concepts, that inspired feeling, or meeting new and familiar faces,Continue reading “SDI Spark Conference 2025 Recap: What You Loved & Learned”
Celebrating Excellence: Meet the 2025 SDI Distinguished Industry Contributors
This year’s SDI Awards night was nothing short of magical as we celebrated our industry’s brilliant service desk and support teams. At SDI, we believe that true progress is built by those who go the extra mile, share their knowledge, and inspire others to grow and thrive. That’s why we introduced a brand-new award this year to honour the incredibleContinue reading “Celebrating Excellence: Meet the 2025 SDI Distinguished Industry Contributors”
SDI’s Guide to Selecting an ITSM Tool
When it comes to choosing an ITSM tool, making the right decision is crucial for long-term success. But how do you choose the right solution from so many options available on the market? SDI’s brand new ITSM Tools Buyers Guide is designed to help you navigate the crowded market of ITSM tools and find the best solution for your needs.Continue reading “SDI’s Guide to Selecting an ITSM Tool”
How AI is Reshaping IT Jobs: Three Key Changes
How AI is Reshaping IT Jobs: Three Key Changes A recent article by Freshworks explored the transformative impact of artificial intelligence (AI) on IT roles. According to Freshworks’ 2024 AI Workplace report, 85% of IT departments use AI weekly, with nearly half of 7,000 surveyed employees noting improvements in productivity and work quality. AI doesn’t only represent a newContinue reading “How AI is Reshaping IT Jobs: Three Key Changes”
The gradual and steady shift towards AI-powered ITSM
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”
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”