SDI Spotlight: Go-Ahead

    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.

Defining and Dealing with the Unrealistic By Scarlett Bayes One of the perks of SDI membership is access to exclusive content and a new insight report every month, and in August, members were sent “Omni-Channel approach to Support”. We try to keep our content accessible for the majority of our customer base while also taking

The latest Global Best Practice Standard for Service Desk (version 8) was launched in March this year. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the most pertinent questions which came up about the latest global Best Practice Standard was: ”With a

A View From The Frontline Report – A Vendor’s View – Geoff Rees, Director of Sales & Operations, Sunrise   Once again, the SDI survey on ITSM software tools has been returned and once again there’s both a pat on the back and a shot across the bows for the ITSM software vendors. Many customers

By Sami Kallio, CEO, HappySignals You’ve probably heard the Richard Branson quote, that “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” But have you ever stopped to think about it from an IT support perspective – with your IT service desk agents

Attention to service improvement has certainly increased in the last year. Competition among service desks from many industries in both public and private sectors is fierce! In the latest ‘view from the frontline’ survey, results demonstrate that 36% of service desks expect to see a greater focus on continual improvement in the industry, and 66%