Interview With Service Desk Analyst of the Year Finalist Arfan Masood from Agilisys

 Best Medium/Large Enterprise Managed Service Provider award winners Agilisys share with us what makes them a stand-out service organisation.   What made you decide to enter the awards? We wanted to show what great work we’re doing within the Service Center and show all of our staff how important it is to be on the

Mark Dickinson, Head of Group Problem Management at Agilisys speaks to us about being an ‘Inspirational Leader of the Year‘ finalist and the key to his success.   What made you decide to enter the awards? This is our second year as an organisation attending the prestigious awards with SDI and as such I see

Myra Fulton, Director of Engineering at Skyscanner answers our questions ahead of the IT Service and Support Awards after being announced as a Inspirational Leader of the Year finalist.   What made you decide to enter the awards?  I am very passionate about the work that all IT Support teams do and the impact they

This is part 8 in the Naked Service Desk Series. The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 steps which are key for providing brilliant service. Of the 10 steps, step 7 focuses on developing and documenting the customer experience. Customer

by Scarlett Bayes, Industry Analyst, SDI   Will Customer Experience begin the demise of SLAs? SDI research shows that customer satisfaction and the customer experience is becoming increasingly relevant with the industry, which has led to the hypothesis that Experience Level Agreements (XLA) will become more commonplace in the near future. Similar to the Service Level

By Dominic Wellington, Director of Marketing, EMEA at Moogsoft Inc   It’s important to learn from experience, but focusing too much on the past can blind you to the future. AIOps offers the promise of real-time insights to help experts work more efficiently and solve problems faster.   It is said that armies are always