ITSM Tools – It’s Not Me It’s You!

At #SDI18, James West of SITS Insight was reminded why people are so instrumental to IT success. Here are his highlights and thoughts on why the gospel of SDI is starting to change attitudes: For IT services to be successful, they must combine three elements: people/process/technology. But while the importance of this triumvirate is an

Ladies in Legal IT, by Becky Patterson, Tikit When I joined Tikit (or Avenue Legal Systems as it was then) the Support team was dominated by male employees.  At the time, IT Support was largely a male orientated industry with very few females.   Looking back, the females that were employed by my company tended to

Written by Alan Conduct, Head of Support Services at UKN Group   IT service desks should have an on-going positive impact on companies they serve. Whether your service desk is in-house or outsourced, your organisation should notice consistent operational improvements as a consequence of the work your service desk undertakes. Service desks can operate in two ways: proactive or reactive. Proactive

Wellbeing in the workplace is a hot topic at the moment, but do we really understand what it is all about? In a work environment it’s called Wellbeing – on the news they are talking about Mental Health. So what does it mean and is there a difference? Any role that is customer facing is

The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 steps key for providing brilliant service. Step 9 forms part 10 in the series, which is all about launching the service desk, communicating contact details and promoting the benefits to customers

SDI18 was delighted to be the host of the annual service desk awards on Tuesday 13th March at the Hilton Metropole in Birmingham for the 23rd consecutive year. One of the biggest celebrations of the year for service desk users; the IT Service & Support Awards 2018 showcased everything that is brilliant about the service desk industry. This