Employee Experience and Enterprise Service Management

Banishing siloed services is the only way forward says Melanie Lougee, keynote speaker at UNITY21 on 30 November. From work schedules and childcare to meetings and schooling, the pandemic has upended just about every aspect of our work and home lives. And while it’s been a painful journey at times, when it comes to the

By Lana Yakimoff, Principal Consultant, ITSM Consulting Services Pty Ltd. Service Management has been around for many years, most of us work within the ITSM industry delivering value and some form of service. Looking back over the years IT has evolved; from ad-hoc 80’s IT shop, to adopting ITIL Framework originating from the UK Government and

by Scarlett Bayes, Senior Research Analyst, SDI If you’ve seen the documentary, The Social Dilemma, you’ll be aware of the dangers that social media and technology can have. While this doesn’t directly relate to ITSM, it is a people issue that should be. It affects your customers, your employees, and yourself. The data laid out in the documentary is harrowing

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

On Thursday 26 November 2020, IT service professionals from around the world tuned in live for SDI’s 25th annual IT Service & Support Awards 2020 presentation ceremony. A year like no other, this was the very first time the awards ceremony was broadcast live from a studio! One of the biggest celebrations of the year

Service Desk Analyst of the Year 2020 finalists Billy Abbas (Leeds Beckett University), Cameron McKenzie (Fujitsu) and Sal De Franco (Bloomberg) answered a few questions ahead of the IT Service & Support Awards ceremony…   What made you decide to enter the awards? Billy – For the past two years Leeds Beckett has won the