An Unused Knowledge Base is Money Left Behind

Metrics and reporting can be a significant asset for the service desk, as well the business, by allowing the service desk to monitor performance and measure service improvements. However, there are multiple factors that can reduce the efficacy and value of producing metrics reports. This recent SDI report explores what organisations are actually reporting on

The Service Desk Of Our Times The evolution of intelligent service management, and why AI has brought enterprises to the cusp of the next transformation. Article courtesy of CIO.com As IT leaders from various industries increasingly pursue new strategies and technologies to digitally transform their organisations and optimise user experience, the role of service management

High powered, driven by octane, The Gadget Show’s Jason Bradbury speaks at SDI21 Live & Interactive! Compelling, high powered and charismatic celebrity ‘future of tech speaker’ Jason Bradbury joins us live on Tuesday 16th March 2021 at 3.35pm to talk us through “The Future is Now! A Refreshing Take on AI and Technology”. Jason is

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

CX: Delivering Happiness SLA’s are vital to documenting customer requirements, KPI’s firmly have their place in service performance monitoring, but make sure you don’t fall into the data trap! The trap which involves losing sight of the ultimate aim behind any good service; not only to recognise that your focus is on the customer, but

Service Management 101: Siddhartha Chaturvedi, Senior Director at Capgemini In this Service Management 101 we find out how Capgemini’s global service desk has approached transformation over the last couple of years and how this helped them to successfully respond to the impact of the pandemic on their business. That they had already leveraged RPA, AI