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”
From Aspiration to Achievement: The Impact of SDI on Service Desk Performance
Service Desk Institute (SDI) Premium Membership offers a wealth of resources, networking opportunities, and tools for organisations looking to enhance and update their IT service management reach. Through the voices of both current and aspiring SDI members, this case study highlights the benefits of joining SDI, the obstacles SDI can help you overcome, and the real-world impact of membership. AspirationsContinue reading “From Aspiration to Achievement: The Impact of SDI on Service Desk Performance”
Euromonitor’s Global Support Team Share Transformation Journey
Euromonitor recently embarked on a global strategic service transformation and enlisted the expertise of SDI to make it happen! Utilising the popular SDI Health Check Service, Euromonitor has enhanced and grown its service operations, setting a new standard for customer satisfaction and efficiency. Euromonitor is a London-based market research company founded in 1972. They are the world’s leading independent provider of strategic market research, with aContinue reading “Euromonitor’s Global Support Team Share Transformation Journey”
How Glasgow Caledonian University achieved 95% customer satisfaction
GCU utilised SDI’s Support Services to raise their customer satisfaction levels, create a strategic service improvement roadmap aligned with industry best practice and improve use of their ITSM tool. Glasgow Caledonian University (GCU) is a vibrant multi-cultural modern university in the centre of Glasgow and is placed among the top 150 Universities in the world. As well as the city-centreContinue reading “How Glasgow Caledonian University achieved 95% customer satisfaction”
Surrey County Council Reduce Ticket Backlog By 88%
Surrey County Council effectively utilise SDI’S Health Check Service to improve their service and collaboration amongst departments. Formed in 1889 and based in Kingston County Hall, Surrey County Council has responsibilities for a large number of public sector services such as transport, education, housing, recycling, and the local environment. The service desk team at Surrey County Council comprises 16 staff,Continue reading “Surrey County Council Reduce Ticket Backlog By 88%”