About King’s Service Centre (KSC) Since 2015, KSC has been delivering professional services support for King’s College London from its base in Cornwall. From this strategically located centre, a team of 288 colleagues provide technical and operational support to more than 50,000 students and staff across the King’s community, ensuring the resilience, stability, and continuous improvement of critical digital services.Continue reading “King’s Service Centre Continual Improvement Story”
Work Type Archives
Tata Communications – Driving Service Excellence through SDI Service Desk Certification
About SDC SDI’s Service Desk Certification (SDC) programme is the only industry-standard based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL® or ISO/IEC 20000. ToContinue reading “Tata Communications – Driving Service Excellence through SDI Service Desk Certification”
Service Desk Certification Case Study: Rider Levett Bucknall (RLB UK)
Transforming IT Support into a Strategic Business Driver How RLB Achieved 92%+ Customer Satisfaction and Three-Star Service Desk Certification At a Glance Organisation: Rider Levett Bucknall (RLB UK) Industry: Construction & Property Consultancy Service Desk Size: 7-person team Coverage: 21 offices (UK & EU) Monthly Volume: 425 incidents | 360 service requests Customer Satisfaction: 92%+ Outcome: Three-Star Service DeskContinue reading “Service Desk Certification Case Study: Rider Levett Bucknall (RLB UK)”
Digital Health and Care Wales: Confidence, Stability & Credibility
About SDC SDI’s Service Desk Certification (SDC) programme is the only standards-based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations. To achieve Certification, the maturity level of a service and support operation is thoroughly audited against this Best Practice Standard. Continue reading “Digital Health and Care Wales: Confidence, Stability & Credibility”
Runshaw College-The First Educational Organisation to achieve 5 Star ‘World Class’ Certification
SDI Service Desk Certification (SDC) is the only industry standard based accreditation designed to assess and certify Service Desk quality. Achieving Certification requires auditing against the Global Best Practice Standard, evaluating performance across key operational areas. SDI’s expert auditors verify compliance, awarding one of four statuses: Reactive, Proactive, Customer-led, or Business-led. To achieve ‘World-Class 5 Star’ status organisations must haveContinue reading “Runshaw College-The First Educational Organisation to achieve 5 Star ‘World Class’ Certification”
From Frustration to 3-Star: How The Christie NHS Rebuilt Their Service Desk
About SDC SDI’s Service Desk Certification (SDC) programme is the only standards-based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations. To achieve Certification, the maturity level of a service and support operation is thoroughly audited against this Best Practice Standard. Continue reading “From Frustration to 3-Star: How The Christie NHS Rebuilt Their Service Desk”
Leveraging the Service Desk Assessment and the Role of Data in Enhancing CX
Leveraging the Service Desk Assessment, and the role of data in understanding and enhancing CX In 2024 the Housemark Service Desk Team completed SDI’s Service Desk Assessment the two day preliminary evaluation to the full global accreditation ‘Service Desk Certification (SDC)’ programme. Rob Cross, Customer Support Manager at Housemark explains their experience and journey to measure and enhance service delivery soContinue reading “Leveraging the Service Desk Assessment and the Role of Data in Enhancing CX”
Midlands and Lancashire Commissioning Support Unit achieve Certification
About Midlands and Lancashire Commissioning Support Unit (MLCSU) The MLCSU Service Desk supports approximately 35,000 users across health and care, including some 24/7 services. Monthly, the team handle around 8,700 telephone contacts, 1000 live chat interactions and 600 chatbot inquiries. The team log about 5,550 incidents and 11,250 service requests monthly, with an average resolution time of just under two hours.Continue reading “Midlands and Lancashire Commissioning Support Unit achieve Certification”
KSC Cornwall achieve 3 star ‘Customer-led’ Accreditation in their first audit
About SDC SDI’s Service Desk Certification (SDC) programme is the only industry-standard based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL® or ISO/IEC 20000. ToContinue reading “KSC Cornwall achieve 3 star ‘Customer-led’ Accreditation in their first audit”
Investment Management Company Railpen achieve Certification
Railpen formed in 1994 during the privatisation of the railway industry, when all members and assets in the former British Rail Pension Scheme were transferred over. For our Rail members, we’re responsible for the safekeeping and investment of about £37 billion in assets as well as the administration of a number of pension schemes, including the Railways Pension Scheme, which isContinue reading “Investment Management Company Railpen achieve Certification”