The Service Desk Institute is the leading professional organisation for everyone working in the IT service and support industry.

Dedicated to setting the standards for the industry, SDI delivers knowledge and career enhancing skills for IT service professionals to enable them to deliver exceptional results for organisations.

 SUPPORT WORLD MAGAZINE May-June 2009 -  PAGE 32
It's about People

With ITIL® and a number of other standards and methodologies IT Professionals have become obsessed with ‘process', often to the exclusion of all else. ITIL® includes a more strategic lifecycle approach, however there is still little information available on the key element in delivering excellent service - people.

People deliver processes. People operate in roles. People have responsibilities. Without people there would be no processes and it is people that are required to understand the roles and responsibilities required to deliver processes and services. Many ITSM processes could also be defined as responsibilities and it is therefore vital that people understand the key elements required in terms of approach, skills, tasks and attributes, to carry out service delivery.

The SDI approach is to focus on delivering services to people, who can then deliver better quality to their customers in their roles and jobs. SDI provides practical and vocational training to Service Desk staff and managers on the skills and knowledge required to run successful Service Desks.

SDI also provides a number of other training courses and learning sessions, including simulation games, workshops and individual coaching, to help ITSM professionals improve their skills and knowledge.

Providing excellent IT service is increasingly important to organizations these days. Companies couldn’t function without skilled IT Service support analysts and efficient Service Desks.

To deliver excellent service and support requires a lot more than just technical knowledge and skills. One can resolve a technical issue and still leave a customer unsatisfied!

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