Service Desk Institute (SDI) Premium Membership offers a wealth of resources, networking opportunities, and tools for organisations looking to enhance and update their IT service management reach. Through the voices of both current and aspiring SDI members, this case study highlights the benefits of joining SDI, the obstacles SDI can help you overcome, and the real-world impact of membership.
Aspirations for Joining SDI:
Greg Winkle, Dominos Pizza, UK & Ireland
“We are looking to explore becoming a [Premium] member in the near future. The reason for that is because we want to understand and gain more benefits and understand how we can drive improvement internally going forward.”
Dominos is on a journey to elevate their service desk operations. For Greg Winkle, SDI membership is seen as a gateway to gaining actionable insights and best practices. By understanding SDI’s offerings, they aim to address operational pain points and foster a culture of continual improvement.
Key Goals:
- Leverage SDI’s expertise to identify actionable improvement strategies.
- Tap into a broader community of professionals for guidance and collaboration.
Benefits Realised by SDI Premium Members:
Networking and Knowledge Sharing
Andy Draper, Rider Levett Bucknall
“I feel that it’d be good for other organisations to join SDI. Having the networks there, being able to talk to and gather information whilst also having a clearer understanding around IT services and how we could improve.”
Andy Draper emphasises the value of SDI’s community-driven approach. For Rider Levett Bucknall, the ability to engage with a network of peers has been instrumental in refining their IT services. By sharing experiences and learning from others, they have uncovered new opportunities for optimisation.
Matt Fuller, Vivid Homes
“SDI does feel like a community. It’s a good chance to network, meet other Service Desk people, teams, and see what their ideas are. Someone’s going to share an experience and they’ll be like, “I didn’t think of that”. And when you talk to them about it, they’ll be like, “oh my God, it’s the best thing you can ever do!”.”
For Matt Fuller, the sense of community within SDI creates a collaborative environment where members exchange innovative ideas and solutions. This collaborative spirit enables teams to discover “nuggets” of wisdom that drive improvement and spark creativity within their own organisations.
Tailored Support and Ongoing Engagement
Emma Craven, Ordnance Survey
“Jo, our SDI account manager is quite happy to reach out to other people that are Service Desk Institute members and actually join them up together so we can ask them questions. It doesn’t have to be in an event, it can be on the side of that so we can always continue to talk to other people in similar situations.”
Emma Craven highlights the proactive support provided by SDI account managers. The ability to connect with other members directly—outside of formal events—has allowed Ordnance Survey to explore solutions tailored to their unique challenges. These ad-hoc discussions enrich their approach to service desk management.
Access to Resources and Events through SDI Premium Membership
Matt Fuller, Vivid Homes
“There’s so much information, SDI have the online portal, all the materials and obviously the portal’s just been revamped which looks even better and more user-friendly. The online events which have proved really valuable for us.”
Vivid Homes has benefited immensely from SDI’s comprehensive online resources and events. The newly revamped website and member portal, packed with user-friendly materials, has become an indispensable tool for driving team improvement.
Sarah Nicholson, Ordnance Survey
“There was so much there to offer to us as a business that we couldn’t really say no, it makes sense logically.”
For Sarah Nicholson, SDI membership is a logical choice. The breadth of resources, including online and in-person events, offers a compelling value proposition that aligns with the strategic goals of Ordnance Survey.
Overcoming Challenges with SDI Membership:
Through their shared experiences, members reveal how SDI membership addresses key challenges:
- Knowledge Gaps: Access to case studies, tools, training, and best practices bridges gaps in expertise.
- Isolation in Problem-Solving: Networking opportunities foster collaboration with peers facing similar challenges.
- Resource Constraints: The revamped portal and online events offer cost-effective solutions for continual learning.
SDI Premium Membership empowers organisations to elevate their service desk operations through collaboration, resources, and expert guidance. As Greg Winkle and Dominos Pizza look to embark on their membership journey, they join a community of organisations already reaping the rewards of SDI’s offerings. From fostering continual improvement to providing tailored support, SDI stands as a pillar of excellence in IT service management.
