The Naked Service Desk Series – what did we learn?

Industry 4.0 Series by David Wright, Chief Value and Innovation Officer, SDI   Wouldn’t it be incredible if… IT operations could predict the next big infrastructure outage The service desk could predict which end users will have a poor customer experience IT could put steps in place to remediate them before they even happened Well

Guest blog post by Jon Morley, Head of Service Support at Dunelm   After being invited to attend the SDI conference for the first time, I was really excited for several reasons. Namely:  It was in a different venue to where I had been before (not to mentioned closer to home, given it was in

by Scarlett Bayes, Industry Analyst, SDI This blog will not focus on how DevOps in its truest form will impact the service desk directly, but more on how the culture and mentality of continuous delivery, collaboration and communication, and leveraging automation can benefit the service desk in terms of shortening time to resolution and fulfilment. DevOps is more than a new way

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 key for providing brilliant service. Step 10 forms part 11 and is the finale in the series; celebrating success! Part 11 in The Naked Service Desk Series is the Reward and Recognition

by Scarlett Bayes, Industry Analyst, SDI   Yes, you read that right; what do tanks have to do with ITSM? Specifically, this blog will focus on what they have to do with automation in ITSM. NATO tanks have 4 crew members; a driver, a gunner, a loader, and a commander. Russian tanks, on the other

Sally Bogg, winner of Business Role Model of the Year in the 2018 Women in IT Awards, offers her insights on breaking the cycle of ITSM tool frustration. Head of end-user services at Leeds Beckett University, Sally is Chair of the  UCISA’s Support Services Group and holds the award for Inspirational Leader 2017 and was on