Our Trainers


SDI courses are delivered by experienced trainers who combine service desk knowledge and real world experience with the latest learning techniques. That’s why we are the choice of so many of the UK and Europe’s most successful service desks. Here are our current trainers:


Lynne Nash:

Lynne is a customer service and service desk professional, with a wide range of experience, gained within IT and its associated industries. Involved with Help Desks and Service Desks since the mid 1980s. She has operational management, project and training experience from blue chip companies such as ICL (now Fujitsu) and BBC World Service.


John Noctor:

Dedicated to driving customer success and delivering exceptional customer experiences, John is a continual improvement evangelist, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 20 years) in ITSM tools, implementations and change, John is one of SDI’s senior service desk auditors and a key contributor to SDI’s Professional Standards for Service Desk Professionals.


Donna Shoesmith:

An accomplished training and business consultant who has a passion for developing people and businesses. Donna is also an accredited training provider for the Institute of Leadership & Management (ILM), an awarding body for Management Qualifications.


Susan Storey:

A Service Desk Manager, ITIL Expert and PRINCE2 qualified Service and Support Professional. Susan is adept at crafting and facilitating training solutions that exceed quality, scope and service level requirements. Key strengths include: developing robust service desk reporting capability to enhance service delivery within UK and global organisations, to identify areas of inefficiency and using the SDI standards to offer advice and help on delivering customer-centric service support.


Barclay Rae:

Barclay’s experience covers over 700 service improvement projects, mainly in IT Service Management, but also in CRM, Contact Centre and other service delivery areas. Barclay is a member of the Axelos ITIL Lead Author team and is Lead Editor on the recently published Create, Delivery and Support publication. Barclay also co-authored the ITIL Practitioner programme as well as SDI’s Global Best Practice Standard for Service Desk. Barclay’s focus is helping individuals and organisations successfully implement change, regardless of tools or methodology always developing new approaches and methods of delivery.


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