The new KPIs for AI/Chatbot powered Service Desk

On Thursday 26 November 2020, IT service professionals from around the world tuned in live for SDI’s 25th annual IT Service & Support Awards 2020 presentation ceremony. A year like no other, this was the very first time the awards ceremony was broadcast live from a studio! One of the biggest celebrations of the year

Service Desk Analyst of the Year 2020 finalists Billy Abbas (Leeds Beckett University), Cameron McKenzie (Fujitsu) and Sal De Franco (Bloomberg) answered a few questions ahead of the IT Service & Support Awards ceremony…   What made you decide to enter the awards? Billy – For the past two years Leeds Beckett has won the

by Scarlett Bayes, Senior Research Analyst The Higher Education sector faces some unique challenges when it comes to their service desks, and who better to discuss and address these challenges than higher education service desk professionals? During SDI’s recent Higher Education event, our speakers took the time to talk about some of the challenges they’ve

On Thursday 14th November 2019, our awards shortlist united in Birmingham for the IT Service & Support Awards 2020 judging day. The judges then had the impossible task of narrowing down the shortlist to just 3 desks/individuals per category. We would like to say a massive congratulations to all of our shortlist and finalists and

SDI Creates Additional Membership Value During These Uncertain Times SDI could not be the organisation it is today without its members. Their input, trust, loyalty, shared experiences, and engagement are a massive part of what keeps us motivated and wanting to surprise and delight as well as inspire service desks around the globe to be

ITSM and Covid19 – What We’ve Seen (Part 2) by Scarlett Bayes, Senior Research Analyst, Service Desk Institute In Part One of this blog, we took a look at the immediate impacts we saw as a result of the pandemic as well as some resources which could be helpful for service desk professionals. This week, we’ll look at what we’ve learned