Increase IT Service Desk Agent Motivation with Employee Experience Feedback

By Sami Kallio, CEO, HappySignals In 2019, with a growing focus on the importance of employee experience in IT support, it’s finally time to understand the “bigger picture” – that while IT service desks need to be efficient, they also need to be truly effective in meeting business needs. Importantly, this “meeting of business needs” is

At SDI, we love nothing more than putting a spotlight on service desks and individuals in the community who are doing amazing things! We thought… How can we create a platform to help share these fantastic experiences and journeys, often full of ups and downs? Enter the SDI Podcast! Which is here to Surprise, Delight,

The Role of the Service Desk In The Value Chain According to ITIL4, the image above represents a heatmap of the contribution of the service desk to value chain activities. It shows the steps an organisation undertakes in the creation of value, with each activity transforming inputs into outputs. You will notice that the ‘Engage’

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%

Jamie Bell, Service Desk Specialist, SDI It has almost been a year since I made the biggest career change in my life.   I’ve always had a reputation of being a jolly, sociable person, able to establish effective relationships, and generally quite fun to be around. Yet, I didn’t feel like any of those things

Gender Equality in ITSM: The Stats by Scarlett Bayes, Industry Analyst, SDI Last year, in preparation for a Gender Equality in ITSM event, SDI ran a survey which asked respondents a series of questions relating to their current working environment, previous experiences, and their future outlook in relation to gender equality in the tech industry.