IT Service and Support Research
IT Service and Support Research
Designed to keep you up-to-date with the latest trends and developments, below is our pick of the best research from accross the industry.
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Visit the SDI research library to view some of the latest thought-leading industry research available. To find out how you can access the SDI research hotline and additional research resources available exclusively to SDI members contact us by email today or call us on +44 (0)1689 889100.
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Mind The Gap Does the service desk deliver really what the business needs? Download this report prepared for SDITS 2010 |
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SDI's Benchmarking Trends Report The latest SDI Benchmarking Trends Report, in association with Avocent LANDesk, provides you with a wealth of IT service data. Use this report to benchmark the performance of your own service desk and determine how good your operation is compared to the rest of the industry. |
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Is Twitter A Viable Customer Service Tool? SDI Can twitter help Service Desks interact more efficiently with customers? With real-time alerts problems are attended to immediately Service Desks can become more responsive and adaptive; read more about the twitter phenomenon here. |
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New Voice of the CIO, IBM The latest whitepaper from IBM, ‘The New Voice of the CIO’, provides an invaluable insight into the current mindset of CIOs detailing how they are attempting to grow profits by realising the invaluable role of IT in their organisations. |
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ITIL State Of The Nation Report 2009 The majority of ITSM implementations are still maturing their v2 processes before moving to v3. Those that have moved to v3 only use the most commonly adopted v2 processes and not a life-cycle approach. The reality is an adoption of ITIL v2.5. Read more. |
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ITIL Heroes' Handbook The goal of this book is to help you understand ITIL and its key processes in the right spirit without getting lost in buzzwords. |
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Nurturing Talent This new report called ‘Nurturing Talent’ from Cranfield School of Management examines the impact of external recruitment versus developing internal talent. The report finds that organisations who invest in their staff are best placed to: save money (44%) improve staff motivation (33%) and increase employee retention (52%). |
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A Guide to Configuration Management, SDI A high level summary of some of the tools and techniques that will be required during implementation of Configuration Management. This document will hopefully answer some of the most common questions and set you on the right path. |
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Unified Communications as a Software as a Service Produced by The Radicati Group, sponsored by CommuniGate Systems this whitepaper explains the exciting new business opportunity for IT Service Providers Unified Communications presents. |
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Cloud Computing, SDI This article gives readers a summary of the Cloud Computing model and looks at how SaaS (Software as a Service) could effect your Service Desk. |
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The Five Dysfunctions Of A Team This new paper produced by PinkElephant spells out how successful ITIL implementation projects depend on more than just process prioritisation, deployment and finding the right supporting ITSM tools? cohesive and productive teams are the key! |
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ITIL Adoption and Maturity Report, Sunrise This ITIL maturity report outlines the current thinking on the topic of ITIL, and takes the practical view of the pitfalls, challenges and costs. |
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The Power of Remote Support Using Remote Support to battle today’s top customer support issues. |
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Manage IT from a Business Perspective, BMC Focuses on how to align IT's activities and priorities with the overall objectives of the business. Plus how to align the various IT functions with each other. |
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ITILv3 - The Future Is Here, Axios A description of the changes to ITIL and how the new version provides major benefits to existing ITIL practitioners. |
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IT Service Management with the Human Touch Embracing the ethos of customer focused service... |
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