Service Desk Institute signs exclusive agreement with PeopleCert to deliver Service Desk exams globally

Keeping up with growing customer demand requires maximum efficiency through multiple communication channels. Self-service as a communication channel is rapidly becoming an industry must-have, as it provides customers with the facilities to manage their own service desk interactions and to find answers to common issues. The purpose of a self-service portal is to reduce the cost

Attention to service improvement has certainly increased in the last year. Competition among service desks from many industries in both public and private sectors is fierce! In the latest ‘view from the frontline’ survey, results demonstrate that 36% of service desks expect to see a greater focus on continual improvement in the industry, and 66%

by Jamie Bell, Service Desk Specialist, SDI Follow Jamie on Twitter: @thepapabell With ITIL being arguably the most widely accepted framework for IT Service Management worldwide, the release of ITIL 4 has many service desk professionals wondering what this means for them. In ITIL 2011 (or ITIL v3) the service desk was recognised as a

We managed to grab a quick word with ‘Best Large Enterprise Managed Service Provider 2019’ award finalists CAE Technology Services, where they let us in on their top tips to success…   What made you decide to enter the awards?   CAE embarked on the SDI Certification Journey in December 2017 with our initial audit. We

Key Tips for Recruitment and Retention of a Diverse Team by Scarlett Bayes, Industry Analyst, SDI Last year, SDI teamed up with Ivanti to host a forum for service desk professionals (both male and female) to discuss their thoughts, concerns, and ideas surrounding Gender Equality in ITSM. Throughout the day, delegates expressed that they struggled

ICL Services are finalists in 2 brilliant award categories this year – ‘Best Large Enterprise Managed Service Provider’ and ‘Best Automation Project’. They have kindly answered some of our questions ahead of the IT Service & Support Awards next month…   What made you decide to enter the awards?   We did a great job relating to the process improvement of ticket handling,