Author Archive

A journey of a thousand miles….

The service desk team at the University of Edinburgh achieve service desk certification

Exciting times: pre-conference musings

SDI Auditor Carla shares her thoughts on the unique role of the service desk within IT, and looks forward to this year's IT Service & Support Awards and ever-popular annual Conference.

Responding to Unplanned Service Interruptions

In spite of our very best efforts, it is likely that at some point our customers will suffer from an unplanned interruption to the technology or IT services they rely upon.

Change is the only constant

SDI have provided input into the UCISA SSG conference for a number of years now, but this year we wanted to share our Service Desk Certification framework