Welcome to the Tools & Technology hub!

Here you’ll find up to date advice, industry insight, events and current discussions about ITSM tools and technology for the service desk community.

The Latest Industry Tools and Software:

ITSM Tools Live Demo Days

SDI run a number of live  ITSM Tool Demo Days throughout the year so that you can see the latest solutions from the top providers, all in one place. You can ask questions, pick up tips and watch product demo videos to help you in your search for your next service desk or service management tool.

Service Desk Manager’s Latest Tool Guide

This report seeks to act as a guide to service desk professionals looking to change their ITSM tool, including tips from industry professionals and showcasing some of the tools currently on offer, but it will also examine the current landscape of vendors’ relationships with their customers.

Help Selecting the Right Tool:

10 Steps to Successful ITSM Tool Selection

10 steps to ITSM

Changing your ITSM tool is a colossal task. But if you take all the necessary steps and streamline the process, the advantages will far outweigh the challenges. There are 10 key steps that SDI recommend to ensure the journey to select and implement a new ITSM tool is a successful one..

Tool Selection Service

SDI have a specifically designed service to support you through the tool selection process. We provide an extensive set of templates, specifications, analysis tools and vast industry experience to help you through the process and ensure successful implementation. We can create a tailored plan to provide the best support for your service. 

Blogs & Insight:

Are You Measuring and Making the Most of Your Service Desk Metrics?

…The most commonly measured metric is the number of incidents logged by the service desk. A slightly smaller proportion, 89%, measure the number of service requests while only a small percentage by comparison

How to Get the Most Out of Your Historical Incident and Service Request Data & Analytics

One of the top challenges of managing a service support team isn’t just making sure you’re doing everything you’re supposed to be doing — but doing it correctly. Anyone working with any IT service management tool, ideally, is always looking for better ways to improve processes or meet or exceed service targets or SLAs. And ultimately, create more enjoyable customer experiences….

Transformation In Action – 5 Practice Tips from Industry Thought Leaders

During SDI’s recent virtual event on the subject of digital transformation, we welcomed a host of guests including practitioners and industry thought leaders to share their thoughts, best practices, stories, and experiences. Have a look at what they said about automation, employee experience, XLAs, and more – and we’ll share 5 practice tips we learned from the event!

A View From The Frontline Report – A Vendor’s View
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 are happy with the tools they use, their capabilities and the service they receive – while to others, tools are limited in functionality…

Robotic Process Automation (RPA) In A Nutshell
Robotic Process Automation (RPA) is undeniably becoming a significant asset in IT Service Management (ITSM). Alongside self-service and other elements of service automation, the ability to automate basic and repetitive processes, such as…

Employee Experience from the Business Perspective
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…

UK ITSM Tools & Technology Market Review
SDI has an unparalleled position in the ITSM space whereby no other organisation is as close to the business and practitioners that operate in this industry. From this vantage point, the SDI Intelligence range of reports has been created to provide the ITSM industry with the vision and awareness to…

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