Taking your Team – and the Business – With You

Kerry Angel, Service Delivery Manager, Macfarlanes Regardless of the industry you’re in, our clients are demanding, right? But does that mean that the service desk …

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How Important is Security Awareness Training?

By Edward Whittingham, Founder & Managing Director, The Defence Works.   I can answer the question in the title in one word: Very. But of course, …

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How to Successfully Measure Customer Happiness

By Andrew Hardwick, Director of Global Service Management Office, Arcadis How to Measure ‘Customer Happiness’? When we talk about Customer Happiness, or User Satisfaction, how …

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Make It Your Year of Improvement with Personal Kanban

By Kim Ballestrin, Principal Consultant, Elabor8   At this year’s annual SDI conference – SDI20 – I’ll be delivering a workshop on Personal Kanban – …

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New Development Workshop for Service Desks: Certification & ITIL 4

By John Noctor, Associate and Lead Auditor Service Desk Institute At the SDI we have just released a brand new 1-day workshop  “Working with ITIL4 …

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SDI Podcast Episode 5

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 …

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Harness The Power Series: The Service Desk Assessment

Harnessing The Power of The Service Desk Assessment Harness the Power is a blog series written by ITSM experts and authors. The series will focus …

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