SDI Senior Management Team

Howard Kendall has IT service management flowing through his veins and is passionately committed to service in all its many forms. As the Founding Director and Chairman of SDI - The Service Desk Institute (SDI), he is recognised as the leading industry authority in Europe, regularly speaking at industry events and contributing to industry titles.

Howard cut his teeth in the technology arena as a computer operator at 3M, followed by positions in IT support management at Citibank and the Prudential. During his career, Howard recognised that there was a need to boost the service desk and IT support professionals' ‘image' within business and help shape industry best practice.  In 1988 he established the Help Desk User Group (now SDI) to meet this requirement, and almost 20 years later SDI is still going strong with a network of over 7,500 global members.

Howard was previously Chairman of the Institute of Customer Service (ICS) during 2001-2002 and his regular involvement in worldwide service standards development demonstrates his passion for the customer. He chaired the BSi British Standards committee that developed BS8600 (now ISO10002), the Complaints Management Standard, and is currently working with BSi and International Standards Organisation (ISO) to develop a class leading general Customer Service Standard.

Tessa has over 15 years combined international marketing, and learning and development product creation experience at both the Service Desk Institute and the London Chamber of Commerce and Industry Examinations Board.  Tessa has a passion for developing and raising the profile of the IT service and support industry through the development of best practice standards, training and qualifications.

Through her knowledge, skills and experience Tessa has helped many oganisations around the world to develop and grow their IT service and support operation.

As managing director of the Service Desk Institute Tessa is able to bring a wealth of marketing and international partner relationship experience, and knowledge of the SDI standards and qualifications to any interaction, whether with a partner or a customer.