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Drive Digital Transformation: Prepare Your IT Service Desk for the Future

01/10/24
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Many IT service desks are shifting focus from reactive problem-solvers to proactive, value-driven partners. This shift is crucial to meet the demands of today’s customers.

The Wanstor report “From Fixers to Futurists” outlines five key shifts driving this IT service desk transformation:

  • From Reactive to Proactive: Leveraging predictive intelligence to tackle issues before they escalate.
  • From Monitoring to Observability: Gaining deeper insights into system behaviour for quicker issue resolution.
  • From Service Experience to Digital Experience: Enhancing the entire user journey with data-driven insights.
  • From Cost Centre to Value Driver: Shifting focus to business value for long-term strategic benefits.
  • AI – From Experimentation to Execution: Integrating AI to improve service quality and efficiency.

 

We Can Help You Transform Your IT Service Desk

 

Our Service Improvement Support is designed to help organisations navigate these transformative shifts effectively. Here’s how we can help:

Conduct In-Depth Assessments: We analyse your current service desk processes and identify areas for improvement, ensuring you move towards a more proactive approach.

Implement Tailored Improvement Plans: Our team collaborates with you to develop actionable service improvement plans that align with your business objectives.

Guidance for Your Tool Selection:  If you’re looking for advice and guidance for your tool selection project, this one’s for you.

Monitor and Measure Success: Our ongoing support includes tracking performance metrics to ensure your service desk continuously evolves and meets user expectations.

 

Why Contact Us?

 

✅ Expert Guidance: Our team specialises in implementing innovative strategies tailored to your unique needs.

✅ Proven Results: We help organisations like yours transform their service desks into proactive, value-driven units.

✅ Comprehensive Solutions: From assessment to execution, we provide end-to-end support for your improvement journey.

 

Don’t miss the opportunity to elevate your IT service desk and enhance customer experience. Contact us today, or click below to book a call with our team!

headshot of SDI employee David Wrightheadshot of SDI employee John Noctor

 

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How Do You Start Your Service Desk Certification (SDC) Journey?

1️⃣ Assessment – Two day evaluation of your service, no evidence required by auditor at this stage. After Assessment you’ll receive tailored roadmap and recommendations to follow.

2️⃣ Certification Audit – Four day full audit of your service, with evidence to support relevant sections. This step involves interviews with key stakeholders including users and colleagues.

3️⃣ Surveillance Audit – 12 months later you have the chance to improve your score and raise your star rating from implementing the improvements given to you in your roadmap after the Certification Audit.

Learn More