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Case Studies
- BP Gurus, Best Practice, Latin America: Our work with SDI
- How Mid Mersey Digital Alliance achieve 95% CSAT
- Investment Management Company Railpen achieve Certification
- NHS Arden & Greater East Midlands achieve Certification
- Betsi Cadwaladr University Health Board achieves Certification
- DVSA Achieve 4-Star Certification
- Herefordshire and Worcestershire Health Care NHS Trust Achieve 2 Star Certification
- Transforming IT with Modern Service Management, Atomicwork and SDI Media
- Our SDI Membership: Director of Technology Experience, Power Design Inc
- Service Desk Manager Training with Global Head of Service Desk, Fitch Ratings
- How Service Desk Analysts Can Instantly Enhance Their Skill Set
- How Glasgow Caledonian University achieved 95% customer satisfaction
- Surrey County Council Reduce Ticket Backlog By 88%
- Euromonitor’s Global Support Team Share Transformation Journey
- Leading Design-Build Contractors Power Design Inc achieve 4 star Certification
- CGIs 12 Years of Excellence with SDI’s 5-Star Certification
- Runshaw College IT Services Achieve 4 Star Business Led SDC Certification
- The University of Portsmouth Achieve 3 Star Customer Led Certification
Events
- Service Desk Excellence: Unleashing the Fun in Continuous Improvement!
- Mastering AI and Automation for Seamless Support
- Service Desk Success Summit: Unlocking Best Practices and Benchmarking Brilliance!
- Building a Happy Service Desk
- ITSM Tech Takeover: Demo Day Extravaganza!
- Automation & AI ITSM Tech Showcase
- Unlocking the Digital Magic: Transforming Service Desks into Superstars!
- Leveraging ITAM for Accelerated Digital Transformation & IT Infrastructure Visibility
- Unlocking Service Desk Potential through AI and Automation
- Best Practice & Benchmarking For Service Desk Excellence
- Supercharge Your Service Desk: 5 Essential Steps to Boost Efficiency & Enhance Security
- SDI Conference: Spark 25
- Transforming Digital Workplace Services Through Service Desk Excellence
- Explore The Latest DEX Tools
- The State of Artificial Intelligence in ITSM – 2024 and beyond
- Transforming Customer Support with Visual Engagement
- ITSM Tools Demo Day – USA Edition
- Driving Continual Service Improvement
- Real Examples Of How AI Can Help Your Organisation Do More With Less
Jobs
- ICT Service Desk Operative
- 1st Line Service Desk Analyst
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Courses
- Proactive Problem Management
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- Think Customer
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- Senior Analyst to Team Leader
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- Metrics & Reporting
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- Service Desk Analyst
- Proactive Problem Management
- Metrics & Reporting
- The Essence of Experience (XLAs)
- Service Desk Manager
- Service Desk Analyst
- Senior Analyst to Team Leader
- Service Desk Manager - USA (EDT)
- ITIL4® Foundation Course
- Service Desk Manager
- Senior Analyst to Team Leader
- Service Desk Analyst
- Service Desk Analyst
- Think Customer
- Managing The Customer Experience
- ITIL4® Foundation Course
- Testing course biggest course
- Courses Product Data Virtual
Resources
- Empowering IT Service Desks: Trends, Tools, and Training Insights
- Service Desk Benchmarking Report v.10
- The Secret World of ITSM Tool Vendors: Navigating PeopleCert's Accredited Tool Vendors Programme Like a Pro
- We’re Delighted To Announce Our SDI Awards 2024-25 Shortlist
- Drive Digital Transformation: Prepare Your IT Service Desk for the Future
- How to Elevate Digital Transformation and Customer Experience in Modern Service Desks
- Service Desk Institute (SDI) Awards World Class 5-star Service Desk Accreditation to Microland and Clifford Chance
- Escape the Cubicle (or Home Office)! 6 Fun Reasons To Get Away From Your Service Desk
- AI-Powered Service Desk: We Tested Best AI Prompt Frameworks
- Five Ethical Issues of AI in the Modern Workplace
- How To Choose an ITSM Tool: Common Mistakes You Should Avoid
- A Comprehensive Guide to ITSM Tool Selection
- SDI’s Guide to Selecting an ITSM Tool
- The Global Best Practice Standard for Service Desk
- Meet The Recruiter: Keith Wilkins
- From Reactive to Proactive: The Role of ITSM Automation in Transforming Service Delivery
- AI in Education: Bridging Skill Gaps and Boosting Learning
- Mastering Agile Transformation for High-Performing Service Desk Teams
- An Introduction to Problem Management
- Member VIP Lounge - Experience Management
- Member VIP Lounge - The Auditor vs. The Audited
- Member VIP Lounge - Digital Sustainability
- Member VIP Lounge - Resilience and Wellbeing
- Member VIP Lounge - Instant Memory Training for Professional Success
- Member VIP Lounge - Designing and Delivering Experience in 2023
- Member VIP Lounge - Harnessing the Power of Proactivity
- The Service Desk's Role in Risk Management
- Member VIP Lounge - Shaping the Future of Service and Support
- Service Desk Essential Handbook
- Service Improvement Brochure
- SDI Awards 2024~2025: How To Enter Handbook
- 2024 Media Pack
- Service Desk Manager - Professional Standard
- Service Desk Analyst - Professional Standard
- Member VIP Lounge - Customer Experience & Journey Mapping
- Automation ITSM Tools Demo Day
- From Vision to Execution: Service Desk Strategy Guide
- Episode 3: The Personal Touch of AI
- Episode 2: Looking for Talent in 2024 and Fighting Talent Shortage
- The ITSM Spotlight Podcast by SDI
- Evolving Strategy for the Hybrid Era
- Experience Level Agreements – What They Are and What They Are Not!
- Coffee Break Series: Benefits of Intelligent Automation
- Webinar: AI Chatbots - Friend or Foe
- Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg
- In-House vs Outsourced Training: What You Need to Know
- Digital Employee Experience Unleashed: Navigating the Evolution of ITSM Tools Through the Decades
- AI in ITSM: 62% of Respondents Find AI Integration Challenging
- Staffing Calculator
- Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]
- Debunking Common Myths About Professional Recruitment Agencies
- How to Start and Advance Your Career in IT Support
- SDI Membership Brochure
- Benchmarking Report 2024: Key Stats Infographic
- Achieving Process Consistency for Effective IT Support
- From Vision to Execution: A Comprehensive Service Desk Strategy Guide
- SDI Training Brochure
- Creating a Happier Service Desk: Combating Technostress via Leadership and XLAs
- ITSM Statistics, Facts and Trends for 2024
- Best Practice for Managing Service Desk Teams [+ Case Study Examples]
- SDI Awards 2024~25: More Time, More Glitz, and Yes, More Categories!
- Hiring Trends: Are You Looking In The Right Places?
- Understanding the ITSM Landscape in 2024
- Service Desk Recruitment Brochure
- AI in Customer Service: Can AI Replace Customer Support Agents?
- How to Use ChatGPT for Effective Workplace Learning
- CGI’s Success Story: 12 Years of Excellence with SDI’s 5-Star Status
- Service Desk Certification Brochure
- What Does a Happy Service Desk Look Like In 2024?
- 5 Amazing Applications of AI In ITSM Today
- Shaping the Future of Work: The Impact of Autonomous Agency and AGI
- Selecting a Remote Support Tool - Guide
- How To Create Brilliant Surveys - Guide
- The Future of Worklife in ITSM: Tech, trends & the human factor
- Building A Robust Knowledge Base
- Modern Leadership Styles — What Does It Mean to Be an Agile Leader
- Getting Started with Shared Services
- DevOps in ITSM: Report
- Wellbeing at Work: Report
- An Overview of a Business Case
- Management Reports: Metrics for the Service Desk
- Creating a Knowledge Sharing Culture and Integrating Knowledge Bases
- Download Your Free Service Level Agreement Template
- The Role of The Service Desk in IT Security
- An Introduction To Change Management
Our Experts
- Dr. Ariana Bucio, Chief Operating Officer at BP Gurus and SDI Representative for Latin America
- Michael Kyffin
- Yasmeen Chong, CEO at BPGurus
- Karyn Wilkins, SDI Recruitment Associate Consultant
- Keith Wilkins, SDI Recruitment Associate Consultant
- Dr. Mauricio Corona, ph.D
- Donna Shoesmith, SDI Trainer
- Steve Cave, SDI Associate & Auditor
- Barclay Rae, SDI Associate
- Kylie Hamilton, Head of Training & Development, SDI
- Lynne Nash, SDI Trainer, Consultant, Auditor
- Kate Petford, SDI Trainer and Auditor
- Simone Jo Moore, SDI Trainer
- Ken Goff, SDI Trainer
- John Noctor, Chief Delivery Officer, SDI
- David Wright, Chief Value & Innovation Officer, SDI