What do rugby, Certification, daffodils and SDI have in common?  

Following Endava’s  Service Desk Certification (SDC) Surveillance Audit in November 2019, they have achieved a fantastic ‘World Class’ 5-star Certification!   With only two other companies in the world achieving this level of Certification (CGI and O2 Telefonica) Endava is now part of the top 3 Service Desks in the world. 5-Star Certification defines the

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

The latest Global Best Practice Standard for Service Desk (version 8) was launched in March this year. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the most pertinent questions which came up about the latest global Best Practice Standard was: ”With a

A View From The Frontline Report – A Vendor’s View – Geoff Rees, Director of Sales & Operations, Sunrise   Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers

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

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