Service Desk Institute and PeopleCert refresh the Service Desk Analyst and Service Desk Manager exams globally

Posted on Wednesday 22 July 2020.

Press Release: The Service Desk Institute (SDI), an international organisation known for setting best practice service desk standards in the IT service and support industry, and PeopleCert, a global leader in the examination and certification industry, have recently worked together to update the Service Desk Manager (SDM) and Service Desk Analyst (SDA) professional best practice

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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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SDI & MetricNet announce strategic partnership to enhance and empower the global service desk industry

Posted on Wednesday 24 June 2020.

The Service Desk Institute (SDI) and MetricNet, LLC today announced a strategic partnership that will increase the availability and accessibility of industry benchmarking data and tools that service desk professionals can use to measure, manage, and continuously improve their performance. Through this partnership, SDI’s Global Best Practice Standard For Service Desk will be included in

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SDI Launches ITIL 4’s Managing Professional Transition Module

Posted on Thursday 4 June 2020.

SDI is pleased to announce that we will be adding several new ITIL 4 courses to our training portfolio over the next few months. SDI has offered ITIL 4 Foundation since launch in 2019 and on 24 August 2020 we will be holding our very first ITIL 4 Managing Professional Transition Module certification course. About

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An Unused Knowledge Base is Money Left Behind

Posted on Tuesday 26 May 2020.

By Aprill Allen, Founder and Managing Director, Knowledge Bird It is surprisingly common for small teams to use a customer service platform and have no idea that there is a knowledge base attached. I see this with several of the customers that I work with –  business owners and customer service team leaders get into

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How to maintain motivation, focus and connection while remote working

Posted on Tuesday 5 May 2020.

By Zena Everett, Speaker and Coach on Crazy Busy-ness™ and Overwhelm: Do less and get more done.   Keeping your team motivated and close: what people say about panic-working, banana bread, monkey brains and boundaries. Now that we are in the groove of remote working, our challenge is to maintain motivation, focus and connection. So

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