Diving into Data, Concept 8, and Deriving Value

Posted on Monday 25 January 2021.

Diving into Data, Concept 8, and Deriving Value By Scarlett Bayes, Senior Research Analyst, SDI   The Service Desk Institute’s certification programme gives us an insight into a wide variety of organisations and how different service desks perform against the Global Best Practice Standard for Service Desk and its 9 ‘concepts’: Leadership Policy & Strategy



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



CX: Delivering Happiness – The Series, Part 4

Posted on Monday 10 September 2018.

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have



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