The Importance of Intelligent Automation & Some Trend Predictions For 2023

Meeting customer expectations has always been challenging, and when COVID-19 forced many employees to remain at home – this became even more demanding and daunting. Why? Well, for many organisations, the IT service desk was rarely physically able to operate remotely pre-pandemic. To continue providing outstanding IT services, most organisations were forced to adapt traditional

Harness the Power of the Service Desk Assessment Harness the Power is a blog series written by ITSM experts and authors. The series will focus on the 9 concepts of best practice within a top performing IT service operation and explain how the Service Desk Assessment in particular, as a powerful transformation enabler will guide you on the

Take a look at this interview by Service Automation Framework with SDI’s Chief Value and Innovation Officer, David Wright.  [see original post] Re-published as part of our Industry 4.0 Series exploring the changing world of work, service and technology and the relationship between them.   As a species, we’ve been shaping our environment and crafting ways to help

Industry 4.0 Series by David Wright, Chief Value and Innovation Officer, SDI   Wouldn’t it be incredible if… IT operations could predict the next big infrastructure outage The service desk could predict which end users will have a poor customer experience IT could put steps in place to remediate them before they even happened Well

by Scarlett Bayes, Industry Analyst, SDI   Yes, you read that right; what do tanks have to do with ITSM? Specifically, this blog will focus on what they have to do with automation in ITSM. NATO tanks have 4 crew members; a driver, a gunner, a loader, and a commander. Russian tanks, on the other