We are updating The Global Best Practice Standard for Service Desk

Neil Mullarkey, Author, Comedian and Coach will be joining us as a keynote at #SDI19. As well as hosting his session ‘7 Steps To Improve Your People Skills’ he will also be joining us for the Wednesday morning conference energiser… After an evening of sparkles and celebration at the SDI Awards, Day 2 of the

The Great Recruitment Challenge by Jamie Bell, Service Desk Specialist at SDI   A common frustration I often hear about is companies struggling to attract talented individuals to join their organisation. The calibre of candidates applying is not good enough or they simply do not get any applications at all. I’ve previously written about retaining great

Problem management is an ITSM process which aims to minimize the adverse impact of incidents and problems to the business caused by errors within the IT infrastructure, to prevent the recurrence of incidents related to these errors, and establish the root cause of incidents and initiate actions to improve or correct the situation. Generally speaking, the

How to rid your organisation of politics and create a massively high performing team   Imagine every one of your employees goes to work excited and energised by what they do. Bringing their ‘A’ game, solving problems, hitting deadlines, going the extra mile.  How would that change your organisation? Or better still imagine a world where

by Jamie Bell, Service Desk Specialist, SDI   The aim of this blog is to provide some insight into how a Service Desk Analyst may be able to add extra value to an organisation by utilising the knowledge, relationships, and experiences they have established. My background includes over a decade within Managed Service Providers, so

by Scarlett Bayes, Industry Analyst, SDI   SDI recently sent out a census survey, in which we asked our community of service desk professionals what we should focus our content on for 2019. One respondent suggested we theorise what the next support channel will be. This isn’t an easy thing to predict, as there are