IT Service Week 2019
Posted on Wednesday 11 December 2019.
By Robyn Fearon, Head of Marketing, SDI They came, they flew apprentices over the office, they made slo-mo batman video’s in the University Library, they dressed up their dogs, they dressed up themselves, they took photos, baked cakes, raised money for charity…(the list goes on) – you all know who you are ! -Service Desk
Unstoppable Force Friday!
Posted on Friday 6 December 2019.
By Jamie Bell, Service Operations Manager, SDI At some point in your life you’ve probably been part of a conversation debating which group of superheroes are the best and why? Is it the Avengers who benefit from the leadership skills and tenacity of Captain America, the pure strength and resilience of the Incredible Hulk, the
ITSW19 – Thoughtful Thursday: CX Strategy
Posted on Thursday 5 December 2019.
By Scarlett Bayes, Senior Research Analyst, SDI You’re the superhero, and your customers are the civilians you’re working to save from peril! But instead of saving them from an actual, life-threatening villain, you’re saving them from bad experiences. Customer Satisfaction (CSAT) has long been an important metric for service desks, and we are definitely seeing
ITSW19 – Ways of Working: DevOps
Posted on Wednesday 4 December 2019.
By Scarlett Bayes, Senior Research Analyst, SDI What do Marvel Superheroes, like DareDevil and Captain America have in common? ….Dare-DevOps! Consider the Avengers: The first things that spring to mind are teamwork, unique skillsets, and supportive culture. Well, that and Thor’s impeccably chiseled godly body. However, by Captain America: Civil War, the team are clashing
ITSW19 – Training for Tech Titans
Posted on Tuesday 3 December 2019.
By Jamie Bell, Service Operations Manager, SDI When it comes to service desk and IT Service Management training, we at the Service Desk Institute and our partners PeopleCert are the titans of our industry. We utilise decades of industry experience to create professional standards and qualifications that put any service desk or IT Service Management
ITSW19 – Mighty Morphin Super Metrics!
Posted on Monday 2 December 2019.
By Jamie Bell, Service Operations Manager, SDI Whether you’re looking for service desk data to make better operational or strategic decisions, or you simply want to measure the performance of something, Mighty Metrics are super important! There are dozens of different metrics that can be measured to understand performance and create management information. The Global