How Important is Security Awareness Training?

By Andrew Hardwick, Director of Global Service Management Office, Arcadis How to Measure ‘Customer Happiness’? When we talk about Customer Happiness, or User Satisfaction, how do we measure and report this? There are several ways that you could capture the satisfaction of your users. Some of the options are: 1. Transactional Survey – send an

By Kim Ballestrin, Principal Consultant, Elabor8   At this year’s annual SDI conference – SDI20 – I’ll be delivering a workshop on Personal Kanban – a concept from Jim Benson and Tonianne DeMaria Barry, which has taught me surprisingly useful lessons about my approach to work. With only two rules – visualise your work and

By John Noctor, Associate and Lead Auditor Service Desk Institute At the SDI we have just released a brand new 1-day workshop  “Working with ITIL4 and SDI’s Service Desk Certification” So what’s this all about and how can it benefit me? -I hear you say! Well read on…..   With the release of ITIL 4

By Robyn Fearon, Head of Marketing, SDI They came, they flew apprentices over the office, they made slo-mo batman video’s in the University Library, they dressed up their dogs, they dressed up themselves, they took photos, baked cakes, raised money for charity…(the list goes on) – you all know who you are !  -Service Desk

About Essentra Essentra are a manufacturing organisation with a global footprint. The company, an SDI Corporate Member, operates internationally from headquarters in Milton Keynes, Buckinghamshire. It is listed on the London Stock Exchange and is a constituent of the FTSE 250 Index. The Essentra Challenge Just over three years ago, the decision was made to

…Wales ! A growing number of organisations across Wales are developing, updating and improving their IT service offering through Service Desk Certification (SDC).  There are currently a large number of organisations based in Wales enhancing their service delivery through the SDC programme. Suggesting this small but mighty part of the world truly recognises the benefits of