Unstoppable Force Friday!

Following Endava’s  Service Desk Certification (SDC) Surveillance Audit in November 2019, they have achieved a fantastic ‘World Class’ 5-star Certification!   With only two other companies in the world achieving this level of Certification (CGI and O2 Telefonica) Endava is now part of the top 3 Service Desks in the world. 5-Star Certification defines the

By Jamie Bell, Service Operations Manager, SDI When it comes to service desk and IT Service Management training, we at the Service Desk Institute and our partners PeopleCert are the titans of our industry. We utilise decades of industry experience to create professional standards and qualifications that put any service desk or IT Service Management

By Jamie Bell, Service Operations Manager, SDI Whether you’re looking for service desk data to make better operational or strategic decisions, or you simply want to measure the performance of something, Mighty Metrics are super important!  There are dozens of different metrics that can be measured to understand performance and create management information. The Global

At SDI, we love nothing more than putting a spotlight on service desks and individuals in the community who are doing amazing things! We thought… How can we create a platform to help share these fantastic experiences and journeys, often full of ups and downs? Enter the SDI Podcast! Which is here to Surprise, Delight, and

In this month’s SDI spotlight, we speak to and share best practice with Go-Ahead Group about their Service Desk:   Tell us a little about your service desk and who your customers are? Go-Ahead Group is a leading public transport operator in the UK with over two million bus journeys made on its services every

    Marval’s IT service management (ITSM) software has once again been accredited by the Service Desk Institute (SDI) as SDI Best Practice Standard – Performance Results Report Compliant. For organisations planning to achieve SDI’s Service Desk Certification, MSM provides a series of pre-configured reports that make it easy to generate the performance metrics required.