Interesting infographic from Cherwell Software below. “The SDI / Cherwell Software Service Desk 2013 survey [conducted December 2012] asked Service Desk professionals for their hopes, dreams, fears, frustrations and priorities for 2013. Here are the results…. the view from the frontline.” ‘Increasing our value to the business’ is still the number 1 priority. (Am I alone in... 

Tessa Troubridge, Managing Director, SDI Logica is positively beaming with a friendly welcoming smile this month after receiving news that it has been awarded 5-star certification by the Service Desk Institute (SDI) for its UK service desk. Now part of CGI Group Inc. as a trading entity, this is apparently the first time that any organisation has achieved the 5-star standard. The CGI/LogicaUK service... 

Barclay Rae, The Service Desk Inspector ITSM Industry stalwart Barclay Rae has been working with SDI to produce some short, digestible video clips sharing news, rants and opinion on all things service management. Barclay’s latest feature is the “Service Desk Inspector” whereby Barclay visits real organizations and offers his advice: “Programmes will follow real organizations as... 

At the SDI event I attended last week, Ken Goff gave a compelling talk on tool selection. This is not a new concept and I’m sure many readers would have used similar methodologies, nonetheless the credit for this article goes to Ken and SDI. In this article I aim to provide an overview of Ken’s logic. The goal is to build a decision matrix for tool selection that is closely aligned to your requirements.... 

Image from @SDIrob I attended the SDI Software Solutions Day at the British Library last week. In a nutshell, it was vendor beauty parade for interested buyers. Six ITSM vendors presented an overview of their company to a room full of SDI members. SDI members had the opportunity to engage with the vendors directly and network with their peers. I think this is a great format. It was crystal clear that...