ITSM Statistics, Facts and Trends for 2024

Posted on Tuesday 5 March 2024.

Questions to Ask Before (and After) Implementing an IT Self-Service Portal

Posted on Wednesday 13 July 2022.

If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how a support team works, right? When today’s end-users try to solve an issue, they usually want two things… First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support

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Why Do Micro-Experiences Matter to the IT and Support World in the Age of the Digital Business?

Posted on Wednesday 27 April 2022.

There’s a lot of talk about ‘customer experience’ these days, especially in the IT and support world. But do we know what truly makes for a good experience? Is it about the solution, speed, design, convenience or simply a human touch? What Are Micro-Experiences?  You have probably had a few micro-experiences this week, from hearing

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Our first Podcast!

Posted on Monday 10 June 2019.

At SDI, we love nothing more than putting a spotlight on service desks and individuals in the community who are doing amazing things! We thought… How can we create a platform to help share these fantastic experiences and journeys, often full of ups and downs? Enter the SDI Podcast! Which is here to Surprise, Delight,

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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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