Follow the sun with Essentra: A journey to success

…Wales ! A growing number of organisations across Wales are developing, updating and improving their IT service offering through Service Desk Certification (SDC).  There are currently a large number of organisations based in Wales enhancing their service delivery through the SDC programme. Suggesting this small but mighty part of the world truly recognises the benefits of

By Scarlett Bayes, Senior Research Analyst, SDI What do Marvel Superheroes, like DareDevil and Captain America have in common? ….Dare-DevOps! Consider the Avengers: The first things that spring to mind are teamwork, unique skillsets, and supportive culture. Well, that and Thor’s impeccably chiseled godly body. However, by Captain America: Civil War, the team are clashing

By Jamie Bell, Service Operations Manager, SDI Whether you’re looking for service desk data to make better operational or strategic decisions, or you simply want to measure the performance of something, Mighty Metrics are super important!  There are dozens of different metrics that can be measured to understand performance and create management information. The Global

Why Successful Leaders Always Change First By Rachel Hewitt-Hall, MD, Excel Communications   “Everyone thinks of changing the world, but no one thinks of changing themselves” Leo Tolstoy   I thought Leo Tolstoy’s quote was an appropriate starting point for this post. Many of our clients talk about: The challenges of managing organisational change Various

The Chimp Paradox, created by Professor Steve Peters is an incredibly powerful mind management model that can help you become a happy, confident, healthier and more successful person. At SDI’s brand new Service Resilience Conference 2019 Robbie Anderson will join us to talk as a keynote about building relationships and offering expert insights into the

By Sami Kallio, CEO, HappySignals You’ve probably heard the Richard Branson quote, that “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” But have you ever stopped to think about it from an IT support perspective – with your IT service desk agents