ITSM the 50 years – Before, During and Now what

Presented by

Daniel Breston, IT Management Advisor and John Noctor, Head of Service Transformation, SDI

About this talk

Daniel has written and said many times that the best knowledge management tool for a Cxx or any leader in an organisation is their Service Desk. Who else knows the good, bad and ugly of an organisation's people (culture, vendors, behaviors, attitudes), processes or practices, and technology (the fun stuff but in some cases the bad stuff). A “Happy” Service Desk means they know on a daily basis that they are appreciated. They know what their relationship is to the bottom line, and they have a clear line of sight to the customer or user. In those cases where they are related to low level, bottom of the pecking order, then this causes issues in mental health. We need to fix that and talks like this are the beginning. In this fireside chat, John and Daniel talk about how the Service Desk has evolved throughout the years and what we can all do to ensure Service Desk teams are happy, fulfilled and appreciated within their line of work.
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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