Service Desk Institute and Institute for Robotic Process Automation and AI announce strategic partnership

Posted on Wednesday 1 July 2020.

The Service Desk Institute (SDI) and Institute for Robotic Process Automation and AI (IPRA AI) today announced a strategic partnership that will focus on bringing intelligent automation and AI to the ITSM industry to provide breakthrough strategies and solutions driving the move towards fully automated service desks. Through this partnership, SDI and IRPA AI will

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What does the recent ITIL update mean for the service desk?

Posted on Monday 15 April 2019.

by Jamie Bell, Service Desk Specialist, SDI Follow Jamie on Twitter: @thepapabell With ITIL being arguably the most widely accepted framework for IT Service Management worldwide, the release of ITIL 4 has many service desk professionals wondering what this means for them. In ITIL 2011 (or ITIL v3) the service desk was recognised as a

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A Service Desk Manager’s Tale: The Journey Back To Wellbeing

Posted on Friday 12 April 2019.

Jamie Bell, Service Desk Specialist, SDI It has almost been a year since I made the biggest career change in my life.   I’ve always had a reputation of being a jolly, sociable person, able to establish effective relationships, and generally quite fun to be around. Yet, I didn’t feel like any of those things

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“Very Proud”: Durham University Win Donation For Local Foodbank

Posted on Wednesday 10 April 2019.

Service Desk Manager Wins £250 For Local Foodbank In Survey Prize Draw Andy Scott, Service Desk Manager at Durham University, was the lucky winner to be drawn from over 130 entrants who completed SDI’s ‘View From The Frontline’ survey during March 2019.  Andy’s prize offered him the opportunity to nominate a charity of his choice

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Value Stream Mapping for the Service Desk – An Overview

Posted on Friday 22 February 2019.

Value Stream Mapping for the Service Desk – An Overview by Scarlett Bayes, Industry Analyst, SDI   Axelos has unveiled its addition of Value Steam Mapping (VSM) to the ITIL update. VSM is actually adopted from Lean methodology, and many people may be unaware of what it is or what it’s purpose it.     So what

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The Great Recruitment Challenge

Posted on Thursday 31 January 2019.

The Great Recruitment Challenge by Jamie Bell, Service Desk Specialist at SDI   A common frustration I often hear about is companies struggling to attract talented individuals to join their organisation. The calibre of candidates applying is not good enough or they simply do not get any applications at all. I’ve previously written about retaining great

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