SDI's service desk experts are here to help you meet your service desk challenges head on
The SDI service desk consultancy team knows the ITSM industry and best practice inside out and is an experienced and talented resource capable of driving improvement in any IT operation. Most importantly, they know service desks because they have been there and understand the frustrations and concerns of service desk managers and leaders.
The strength of our team lies in our ability to listen when service desks talk about their pain points and to be ready to say “we can help with that” and, in many cases, work with you to hit the ground running to provide value in just a few days. This could be to support strategic alignment, adoption of best practice, or preparing for an increasingly digital future. We can offer a solution to suit every need and budget, whether it’s a one day practical service improvement workshop or a six month tool selection and implementation project. Flexibility is our strength.
Start your service desk improvement journey with a ‘discovery conversation’ and we’ll work with you to understand your needs and help you to find the right support to take your service desk forward.
As an IT manager and leader working in the Aerospace, Manufacturing, IT Services and Education sectors, Matt has developed a reputation for creating and maintaining high performing ITSM teams. In each team Matt has focused on building a brilliant Service Desk: As the first point of contact, it defines the customer’s perception of the whole department. It’s where he started in IT over 15 year’s ago and will always be his greatest passion.
Carla started her career in Higher Education and has lead the transformation of helpdesk and service desks across both public and private sector organisations. She is proud to have developed a reputation for inspiring others, delivering outstanding customer service and striving for the highest standards of service. Carla firmly believes in leading from the front, running toward fires and will always be the last to leave the building.
David is an award-winning leader, auditor and consultant with 20 years of BPO and ITO service experience ranging from line to service management to business strategy. He is committed to creating world-class, customer-centric services through the creation of inspired, diverse and engaged teams. David has a wealth of outsourcing and managed service experience with demonstrable success of service delivery across a diverse range of business sectors and customers. As part of the very first team to achieve SDI’s 5 star service desk certification, David’s mantra of creating excellence at every opportunity is encapsulated in two simple words: inspire and deliver.
Dr. Mauricio Corona Chávez, based in Mexico City, has more than 16 years experience in technology consulting projects and best practices.
He is focused on leading strategic projects where best practices are used worldwide such as ITIL, eTOM, ISO / IEC20000 and COBIT to name a few. He is also involved in establishing governance models required for the adequate management of resources, risks and quality in delivery, always seeking the creation of value for the organization.
Damian is a passionate ITSM professional, working in IT for 25 years he specialises in DevOps, IT Transformation, Service Management Strategy, Design, Operations and Business enablement. His motto is “I believe IT can and should deliver value to the business and I work with clients to make this happen”
He is noted for his passion for customer service when speaking, a focus he has used to help transform the IT Capability and Service Management for many organisations. Prior to setting up his own consultancy, Damian worked for 6 years as Director of IT & Service Delivery for NTT DATA, which at $13bn is one of the largest global SI’s. He transformed NTT DATA’s UK Service Operation into an award winning team supporting over 100,000 users.
Lynne is a customer service and service desk professional with a wide range of experience gained within IT and its associated industries. Involved with Help Desks and Service Desks since the mid 1980s, she has operational management, project and training experience from blue chip companies such as ICL (now Fujitsu) and BBC World Service.
A Service Desk Manager, ITIL Expert and PRINCE2 qualified Service and Support Professional, Susan is adept at crafting and facilitating training solutions that exceed quality, scope and service level requirements. Key strengths include: developing robust service desk reporting capability to enhance service delivery within UK and global organisations, to identify areas of inefficiency and using the SDI standards to offer advice and help on delivering customer-centric service support.
Offering practical support and guidance, skills transfer and knowledge. With experience of working on over 500 service improvement projects, mainly in IT Service Management, but also in CRM, contact centres and other service delivery areas. Barclay Develops new and interesting approaches to help individuals and organisations successfully through change.
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