The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant.

With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com

If you’re an IT leader or service owner who needs to deliver great IT experiences to end-users in 2023, you must start making informed improvement decisions based on experience data. Instead of relying on the loudest voice or a gut feeling, tap into experience data to understand the current issues and costs of IT services. This enables you to confidently make decisions that will bring long-term business value.

In this session, Sakari Kyrö will explore how Experience Data can be used for optimal IT organization decision-making. Through harnessing this data, our customers have been able to not only identify service desk problems and their root causes but also strategically align improvement investments with what's important most - allowing them to demonstrate the worth of their IT services in terms of business results.

Presentation key takeaways:
1.  Examples of how experience data and insights have unearthed employee issues (with IT support) and improvement opportunities that went unnoticed with traditional IT metrics
2.  Real-world examples of how experience management has improved IT service desk operations and business outcomes in other organisations
3.  How to use ITXM Framework to get started with experience management.

How Does IT Experience Management Drive Better Decision Making?

More than ever before, IT organisations are operating a hybrid working approach. In this session, David will talk about how you can maximise the technology you already have in place to enhance the customer experience and add value to your organisation. Service Management has never been more important and David will look at some of the most commonly used applications including self-service portals and business collaboration apps such as Microsoft Teams, and look at how you can integrate, automate and collaborate better making the maximum use of the technology you have available.

Takeaways will include:
Suggestions and examples of how you can use ITSM Self-Service portals to provide a 24/7 service to your customers
How you can integrate core business application such as Teams into your ITSM environment to give your customers a one stop shop
What next? – What areas will technology expand into in a world of AI?

Hybrid Working - Maximising Your Use Of Technology In The Hybrid Era

With the global economic downturn, there is pressure on CIOs to drive digital transformation, adopt intelligence tools, and deliver with fewer resources. To reach the highest standards of excellence for IT services, IT leaders need to make the improvements necessary to reach those standards. Implementing tools and technologies that allow rapid deployment of process changes is important for IT and the business to realize value faster.

Benchmarking: The path to service excellence and service desk efficiency

The doctrine of successful service desks calls for continuous improvement in service operations across areas such as cost, performance, end-user and agent satisfaction, service quality, workload, and more. Benchmarking helps organizations to not only measure their performance against industry averages, but also identify problem areas, discover opportunities, and define standards for continuous improvement—taking them from good to great!

Sailakshmi discusses how benchmarking can help drive sustained service desk excellence by:
- Setting performance standards after taking into account industry averages and past historical performance.
- Using pre-determined KPIs to identify areas where service desks are falling behind in performance, and taking steps to improve.
- Demonstrating value to the organizations with continuous improvements to ensure sustained performance excellence.

From Good To Great: Leveraging Benchmarking To Drive Service Desk Excellence

Service Desk excellence is not achieved overnight, nor is it easy, but it is certainly possible for every team! Learn how to use M.A.G.I.C., a simple five step approach, to making your service desk operate at a high level of excellence not only today, but for many years to come.

Experience M.A.G.I.C. with your team!

In this video, Paul takes us on the journey to becoming and maintaining an SDI 5 Star Service Desk and how Best Practice and Benchmarking are used to deliver efficiency, continual service improvement and client satisfaction.

Maintaining a 5 Star Accredited Service Desk

What’s it like to go through multiple benchmarking exercises in quick succession? Why would you put your organisation through that much scrutiny?

Watch this video and you'll find out the the reasons why, the highlights, the lowlights and some reflections on what worked well and what BT would do differently in the future.

Reflections On A Year Of Benchmarking

In this video, Vera, Mariana and Patrycja take you through the Unisys approach to benchmarking their award-winning global Service Desk offering. 

They provide invaluable tips and tricks on how to continuously drive end user happiness through:
-the use of best practice processes
-supported by adequate technology
-feedback and sentiment based evaluations
-with a mix of a secret ingredient…to tie it all up!

Closing with a summary on next gen strategy to exceptional end user experience and next generation of XLAs 3.0!

Delighting Customers by Delivering Best Practice, World Class Superstar Service!

How do you know if your individual analysts are performing well? Do they know if they're performing well? Does the business know they're performing well?

In this video, Alex talks through how Leeds Beckett University uses balanced scorecards to drive performance within the Service Desk, and how they link service performance to departmental and organisational strategy using Objective and Key Results Mapping.

Using Benchmarks to Drive Team Performance

In this valuable presentation from Sakari Kyrö, ITXM Lead at HappySignals Ltd, you’ll hear what they have learned from 8 million pieces of enterprise IT end-user feedback about their service and support experiences.

Optimising IT Services with IT Experience Benchmarking  Data

In this video, Ant shares how he created improvement plans with targets, metrics and how maturity was improved using CMMI and Service Desk Certification (SDC). He discusses the decisions made, challenges faced, and lessons learned during this journey, closing with an update on progress and future plans for delivering exceptional customer support and the journey to world class.

Our Customers, Maturity and Metrics

Okay, so you’ve achieved something exceptional within your service desk (or your people have) and now you want to shout about it (and them) – and rightly so. The SDI Awards 2023 await…but how do you ensure your entry makes the coveted awards shortlist, and gives you the best chance of proudly accepting a shiny new trophy?

If you’ve never thrown your hat into the ring, the SDI Awards could seem a somewhat intimidating and confusing place. While glitz, glamour and lots of the bubbly stuff typically await those lucky enough to reach the final, the initial road that leads to the ‘big night’ of the awards ceremony can seem a long and windy one. For example, with 6 awards categories, how do you make sure you’ve made the right choice? With many stories within your service desk to tell, how do you pick the best (and most relevant) one? And, once you’ve all done that, how do you make sure you tell your story in a way that captures the judges’ attention, and gives you that all-important edge?

Confronted by such awards-shaped dilemmas, you could be forgiven for failing to even reach the stage of downloading the submission brochure! But it needn’t be this way. Today's webinar panelists know a thing or two about winning SDI awards, all having been category winners in 2022. Allow us to alleviate the head-scratching and make your awards journey as smooth, seamless and enjoyable as possible. Register now for our judges and winners top tips, plus live q&a with them - ask them anything to help turn uncertainty into pure, unbridled awards enthusiasm…

How To Win An SDI Award in 2023

The IMF projects that world economic growth will slow to 3.2% this year, down from 6.1% in 2021. So while we are tightening our budgets in our personal lives, we can expect the same for our work lives, with businesses finding ways to spend less. For IT, it means doing more with less, as well as stopping or significantly slowing discretionary spending.

Calculating ITSM ROI is key for enterprises looking to deliver rapid time to value for their investments in a modern service management solution. But how can they achieve faster time-to-value with all the challenges that business faces today? Unifying IT and non-IT teams with a single service management solution can not only help realize faster time-to-value but also deliver a fast, easy and seamless employee experience

In this webinar, we talk about: 

* Key ITSM trends organizations should focus on in 2023
* What’s driving technology spending this year?
* 5 points to remember for tech spends
* How to deliver rapid time-to-value with the right-sized ITSM

How to spend less and get more with ITSM in 2023

In today's fast-paced world, IT and technology are expected to deliver more amidst a lack of resources. Prepare your IT and technology to compete fairly in this environment. We'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

How to deliver more value with what you have in 2023

In this webinar session, we will be exploring the power of automation through NinjaOne, so you can get more done, ensure consistency, reduce costs, and remediate proactively.

We will examine the key features of the NinjaOne platform, including Windows patching, third party patching, software deployment, and monitoring and script automation. These features are designed to help organizations streamline their IT management, save time, and reduce the workload of repetitive and time-consuming tasks on IT departments.

Get ready to learn how you can leverage automation from day one to automate any endpoint task!

Deliver better IT through automation

Your service desk is struggling. Agents have to rely on end user involvement, are forced to move between dispersed tools, lack insights to diagnose accurately, and lack tools to remediate fast. The result? Tickets take too long to fix and too many are escalated to more costly teams. All of this drives up handling time and MTTR - not to mention the bottom line.

Join us to discover how Nexthink Amplify can help you strengthen your service desk and empower frontline agents to close tickets faster and escalate less, leading to immediate reductions in call duration and resolution time, and overall efficiency gains in the service desk and end user support.

You’ll also learn how to:
View all devices, apps connections and executions in real-time
Identify the context, scope, and impact of issues through machine learning
Resolve issues fast via smart automations targeted remediations, and employee self-help

Nexthink Amplify - Close Tickets Faster and Escalate Less

More often than not, an employee's actual service experience ends up a far cry from their expectations. One of the main challenges that service delivery teams, IT, and beyond face is translating their service designs and plans into everyday practice. While this could be the result of several factors, the service management platform they choose and how they leverage its various capabilities plays a major role.

An ideal IT and enterprise service management platform should facilitate service owners in the organization to:
- Simplify information gathering in any service for both employees and technicians via customizable service request templates.
- Accelerate service delivery through integrated no-code automations.
- Offer a way to map and control the service journey from start to finish with a visual life cycle builder.

In this session, Siddharth from ManageEngine will break down the hurdles that a service owner faces when launching a new service, and how ServiceDesk Plus' intuitive capabilities make the whole project a lot easier!

Bridge gap between service delivery expectation & reality using ServiceDesk Plus

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