Confession of an ex-CIO – I should have paid more attention to my Service Desk!

Posted on Wednesday 18 January 2023.

Written by Daniel Breston After forty years in IT, I learned I had caused anxiety and distress after a candid discussion with a service desk analyst. I was the CIO, depicted as someone who did not know the truth about what was happening or the impact of my dictates. I confess that he was right!

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New Development Workshop for Service Desks: Certification & ITIL 4

Posted on Tuesday 7 January 2020.

By John Noctor, Associate and Lead Auditor Service Desk Institute At the SDI we have just released a brand new 1-day workshop  “Working with ITIL4 and SDI’s Service Desk Certification” So what’s this all about and how can it benefit me? -I hear you say! Well read on…..   With the release of ITIL 4

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Self Service Adoption in 10 Steps

Posted on Thursday 9 May 2019.

Keeping up with growing customer demand requires maximum efficiency through multiple communication channels. Self-service as a communication channel is rapidly becoming an industry must-have, as it provides customers with the facilities to manage their own service desk interactions and to find answers to common issues. The purpose of a self-service portal is to reduce the cost

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What does the recent ITIL update mean for the service desk?

Posted on Monday 15 April 2019.

by Jamie Bell, Service Desk Specialist, SDI Follow Jamie on Twitter: @thepapabell With ITIL being arguably the most widely accepted framework for IT Service Management worldwide, the release of ITIL 4 has many service desk professionals wondering what this means for them. In ITIL 2011 (or ITIL v3) the service desk was recognised as a

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The Rise of ITIL4 and IT Value Management 

Posted on Friday 22 February 2019.

The Rise of ITIL4 and IT Value Management by David Wright, Chief Value Officer, SDI I love value and I love service. For me they are outcomes of how great teams work together, outcomes of creativity, the desire to challenge conformity and the desire to make life better. Many of us have been watching from

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Value Stream Mapping for the Service Desk – An Overview

Posted on Friday 22 February 2019.

Value Stream Mapping for the Service Desk – An Overview by Scarlett Bayes, Industry Analyst, SDI   Axelos has unveiled its addition of Value Steam Mapping (VSM) to the ITIL update. VSM is actually adopted from Lean methodology, and many people may be unaware of what it is or what it’s purpose it.     So what

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