Ask yourself, would you apply?

Air IT has successfully obtained the 4-star ‘business-led’ Service Desk Certification (SDC) accreditation from SDI. Making them the only Managed Service Provider (MSP) to currently hold this prestigious 4-star rating worldwide.   What is Service Desk Certification (SDC)? SDI’s Service Desk Certification (SDC) programme is the only industry, standard based accreditation programme designed specifically to

by Sami Kallio You know the drill by now otherwise you wouldn’t be reading a blog about enterprise service management – IT service management (ITSM) capabilities can be shared with, or extended to, other business functions to help improve their operations, services, experiences, and outcomes. It’s a great concept for employees because while it might

Banishing siloed services is the only way forward says Melanie Lougee, keynote speaker at UNITY21 on 30 November. From work schedules and childcare to meetings and schooling, the pandemic has upended just about every aspect of our work and home lives. And while it’s been a painful journey at times, when it comes to the

By Lana Yakimoff, Principal Consultant, ITSM Consulting Services Pty Ltd. Service Management has been around for many years, most of us work within the ITSM industry delivering value and some form of service. Looking back over the years IT has evolved; from ad-hoc 80’s IT shop, to adopting ITIL Framework originating from the UK Government and

by Scarlett Bayes, Senior Research Analyst, SDI If you’ve seen the documentary, The Social Dilemma, you’ll be aware of the dangers that social media and technology can have. While this doesn’t directly relate to ITSM, it is a people issue that should be. It affects your customers, your employees, and yourself. The data laid out in the documentary is harrowing

CX: Delivering Happiness SLA’s are vital to documenting customer requirements, KPI’s firmly have their place in service performance monitoring, but make sure you don’t fall into the data trap! The trap which involves losing sight of the ultimate aim behind any good service; not only to recognise that your focus is on the customer, but