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ITSM Crowd 20 – Building an Award Winning Service Desk

In episode 20 of the ITSM Crowd we were joined by David Wright from the Service Desk Institute and Damian Bowen from NTT Data.  David talked about the purpose of the Service Desk Institute and the benefits it offers to the service desk community, including conferences, training and the service desk certification scheme.  The certification scheme assesses service desks and then rates their capability on a range between 1 star through to a 5 star world-class service desk.

Damian Bowen is a highly experience IT professional who has led service desks through the SDI certification process, and been recognised for his achievements on both a team and a personal level.  In the video, Damian talks about the service desk journey, the highlights and low points and the business benefits of the assessment process.

The importance of the service desk

The service desk is an essential part of any organisation’s service management capability.  A good interaction with a service desk can lift a customer’s view of the whole organisation, and conversely a bad experience at the first line can create serious problems with the overall relationship.  In the episode, Damian talks about how the certification process helped to increase morale and helped his team to take pride in their work – to the point that some of them were volunteering to be audited!

Enjoy the episode, and make sure you subscribe to our channel – future topics include DevOps and the service desk of the future.

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