The new KPIs for AI/Chatbot powered Service Desk

Thoughts on the new Service Desk Analyst (SDA) and Service Desk Manager (SDM) Professional Standards Update, from Lynne Nash… Lynne Nash – Service Management and Service Improvement Consultant, Contributor to SDI’s Global Best Practice Standard for Service Desk, SDI Associate and Key Awards Judge, and Experienced Trainer Lynne is an experienced service desk, service management,

The Service Desk Institute (SDI) and Institute for Robotic Process Automation and AI (IPRA AI) today announced a strategic partnership that will focus on bringing intelligent automation and AI to the ITSM industry to provide breakthrough strategies and solutions driving the move towards fully automated service desks. Through this partnership, SDI and IRPA AI will

Harness the Power of the Service Desk Assessment Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide you on the

David Wright and Dr Mauricio Corona share a coffee and conversation during lockdown to chat about innovation in technology and what new wave of innovations and services we might see as a result throughout 2020, particularly Robotics As A Service #RaaS Part 1 – Getting to know Dr Mauricio Corona, scrambled or fried? Part 2

Take a break and catch a coffee with SDI’s David Wright and Simon Kent from Quantum 21 as they discuss the topics of value, convergence and leadership particularly during challenging times. Part 1 Appreciating Value, Ninja or Pirate? Part 2 Appreciating Value, Convergence, Coherence, Magnify the wave! Part 3 Appreciating Value, What Is Value? Part

Harnessing The Power of Assessment – People Management   Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide you on