Tikit – SDI Members Since 2016

Posted on Monday 27 April 2020.

Central Technology

Posted on Thursday 7 February 2019.

What made you join SDI? When we joined SDI, we were transitioning from an IT Help Desk to an ITIL based IT Service Desk. The resources and community blogs available were invaluable to make the right decisions. During 2018, these contributed to us achieving a same day resolution monthly average of over 70% and seeing

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University of Leeds

Posted on Monday 13 November 2017.

What made you join SDI? When we joined SDI, we were transitioning from an IT Help Desk to an IT Service Desk and found that the resources and community available were invaluable. Soon after, we also decided that we would embark upon SDI certification. Certification was a truly enlightening journey and provided us with the

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Barnardo’s Drive Self Service Portal Usage

Posted on Tuesday 31 October 2017.

What was your driver for implementing self service? The driver for implementing self service was to cut down the request calls which were coming into the service desk, particularly the ones where the desk weren’t adding any value. We were getting a lot of service requests which we had to check to make sure correct

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Certas Energy UK

Posted on Thursday 27 April 2017.

What types of customers do you support? What are their technical abilities and what common incidents do you receive? We support office based users and field users.  Day to day we deal with the small little access issues right up to site outages, printers, web issues, on board truck computing, mobile phones and everything in

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Edinburgh Napier University

Posted on Thursday 27 April 2017.

What types of customers do you support? What common incidents do you receive? Our customers are students studying and staff working at the University. A significant number of those that we support are remote workers or distance learners both here in the UK and overseas. As well as providing the Service Desk function for the

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Camelot Lotteries

Posted on Thursday 27 April 2017.

What types of customers do you support? What are their technical abilities and what common incidents do you receive? We support a wide and diverse range of customers, from remote workers, to technically literate IT staff, to fast moving Project Managers, to those who are less technical. We also communicate frequently with third party suppliers

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