Harness The Power Series: Policy & Strategy

Posted on Monday 17 February 2020.

Harnessing The Power of Assessment – Policy & Strategy   Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide



Global Best Practice and the Customer Experience

Posted on Thursday 30 May 2019.

The latest Global Best Practice Standard for Service Desk (version 8) was launched in March this year. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the key topics that came up was Managing the Customer Experience, which is



We are updating The Global Best Practice Standard for Service Desk

Posted on Wednesday 6 February 2019.

By Jamie Bell, Service Desk Specialist at SDI. Here at the Service Desk Institute, we are responsible for the development, upkeep and integrity of The Global Best Practice Standard for Service Desk (Best Practice Standard). The Best Practice Standard is a set of criteria that provide a clear and measurable benchmark for service desk operations.



Getting to Know Global Best Practice

Posted on Friday 12 October 2018.

Getting to Know Global Best Practice Best practice is constantly evolving and changing. Here at SDI we are fortunate enough to have a network of global partners and service desk professionals along with 30 years of experience within our fantastic ITSM industry. Our passion to share best practice as it continuously evolves is the driving force behind our



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