Flexibility is our strength

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2 SDI s mission is to inspire service desks to be brilliant. We have been supporting service desks since 1988, bringing together a global network and forming our amazing community of IT service desk professionals. With a passion for providing best practice standards and sharing knowledge worldwide, SDI is a well respected, trusted and independent advisor to the service desk industry. One of the most successful forms of support we offer involves working closely with individual service desks to develop and implement a plan for their continual service improvement. Our expertise can help you resolve problems, achieve your unique goals and be ready for future transformations and challenges heading your way.

3 Flexibility is our strength With so many ITSM tools and vendors available, choosing the right one for your service desk requirements and business goals is often an overwhelming (not to mention time consuming) task. Whether you re not sure where to start, or just want some impartial and objective advice from the people who know vendors and software products inside-out we can help. Choosing and implementing a new tool can also be extremely costly, so you want to be sure you are choosing the right one from the outset. Buying the wrong tool can mean using more money and resources trying to make it work, when a better suited solution would save time and money from the very beginning. The delivery of our Tool Selection Service can be totally tailored to your requirements. Our support can come in the form of onsite workshops, visits to key staff and stakeholders, guides for tool assessment and selection, or a combination of the above. SDI Tool Selection has been greatly appreciated. All the deliverables were very useful adding high value, along with a broader view on ITSM, thanks to the SDI experience and professionalism. Head of Service Desk, Private European-based Financial Institution Tool Selection Service

4 Health Check Service It s not always easy to tell how healthy your service desk is without the help of an experienced service desk specialist. The SDI Health Check is designed to help you ensure your service desk is performing at its optimal health, and will diagnose any areas for improvement. One of our experienced consultants will conduct the Health Check on-site, usually over two to three days depending on your requirements. Engaging and collaborative methodologies will be used to provide valuable insight into your service and team performance. These engagements will form the basis of the full report you will be provided with, containing practical recommendations for service improvement. A workshop will also be set up where you ll work with our consultant to create an action plan that prioritises and targets resources to deliver tangible benefits to your customers. The consultancy Health Check was extremely valuable in that it provided an unbiased review of our processes and services. It helped cut through departmental bureaucracy and allowed us to focus on actual objectives. Hazel Johnstone, Service Desk Team Leader Glasgow Caledonian University. Getting your service desk in shape

5 Bespoke to your requirements A new service desk might be the result of two existing operations merging together for the first time, a recent overhaul, or simply a brand new greenfield site. Whichever category you fall into, we can help you identify the strategic purpose of your service desk and help make sure you don t miss out any key components when setting up your operations. Using our industry best-practice knowledge and experience, we will help you factor in all the necessary features when setting up your service desk, such as customer expectation, ITSM tools, performance reporting and key considerations for adapting to future requirements. Due to the nature of forming a new service desk, our support is completely personalised to your company requirements. Let us help you start off on the right foot and get you moving down the road to continual service improvement! Working with SDI was a real pleasure and we ve seen an injection of enthusiasm among our service desk staff and the wider team. Tony Williams, Head of Service Management Greater Manchester Commissioning Support Unit (GMCSU)

6 Fast Results Sometimes you just don t have the time to analyse and improve on all areas of your service desk, but you might have a specific issue you know needs some attention. We can help you focus on what is practical and achievable in a short amount of time to impact the success of your service desk. Our Quick Action Fast Results Service will focus on one particular area of improvement where we will engage with you to deliver fast, practical solutions which you can implement right away. Just choose your focus area! Focus Areas: Customer - Improving the customer experience Successful customer experiences involve understanding needs and exceeding expectation. Gathering meaningful feedback and implementing key findings quickly will ensure customers really value your service desk and feel they are being heard. Performance - Managing information and performance results Tracking the right metrics can redefine your approach to recording, monitoring, analysing and reporting on the success of your service desk. Processes - Managing processes and procedures Improving service desk efficiency by involving the team in a collaborative review and redefinition of formal processes and procedures. Leadership - Inspiring and driving continual service improvement Reigniting the passion and empowering your leadership team and workforce can transform your service desk productivity. Using honest, objective feedback to drive training, induction, performance reviews and reward- recognition incentives will create a highly motivated and fully engaged workforce.

7 Service Improvement begins with a conversation... We ll talk with you about your needs, timeframe and budget then the journey to service improvement can begin. When I realised what SDI could offer us, I can honestly say it blew me away! Simon Brunger, Head of User Support, Capita To set-up a service improvement call, just contact us with your availability: +44 (0) hello@sdi-e.com We Can t Wait To Hear From You!

8 The SDI Logo is a registered trade mark of Customers International Ltd. SERVICE DESK INSTITUTE and SDI are unregistered trade marks belonging to Customers International Ltd. Visit for a list of countries where the trade mark is registered.