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

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.

2018 has been a fantastic year for so many of you! It’s been a year of hard work, challenges, victories and celebration for many of our brilliant ITSM community. Service Desk Certification (SDC) validates the quality of the services provided by an IT support organisation. When a service desk joins the SDC programme they are

About NTT DATA NTT DATA is a leading IT services provider and global innovation partner with business operations in over 40 countries. NTT DATA offers a number of IT and system integration services, application development, big data, cloud solutions, digital, enterprise application services, infrastructure services, outsourcing services, technology solutions and consultancy services. The service desk

Being Bold and Aiming High: How a top performing MSP stands out from the rest By Todd McQuilkin, Chief Executive Officer (CEO), Air IT Operating to standard frameworks and achieving ISO compliance can be difficult, but it’s a basic requirement in our marketplace. You must have those badges on your website and marketing just to

Does your service desk create real business value and deliver a brilliant customer experience? By creating a culture of success at the service desk through best practice, motivation, engagement, development and continual service improvement, you can. To help you do that, Service Desk Institute’s best practice standard for service desks, can help you create the

Tech Mahindra and Major Car Manufacturer Group’s service desks are first to achieve 4 star Service Desk Certification with the support of SDI’s partner KPMG in India. The major car manufacturer Group’s service desks have a workforce of over 150 staff and operate from five countries: Sweden – Gothenburg which provides Swedish language support Belgium – Gent