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SDI Research

SDI Research

The in-house SDI research experts regularly publish research reports covering both strategic service management and day-to-day service desk operational issues.

Designed to keep you up-to-date with the latest trends and developments, below is a list of some of our recent research.  For further information or to download a full copy of the research please click on the title of the research below.

Can't find what you're looking for?

Some of our thought-leading research is available exclusively to professional and corporate members of SDI and SDIe. To find out how you can access our exclusive members only resources and research hotline contact us by email today or call us one +44 (0)1689 889 100 or click here.

 

Cloud Computing

(AVAILABLE to non members)

The Changing Face of the ITSM Profession

(AVAILABLE to non members)         

The ITSM Salary Survey 2008         

(AVAILABLE to non members)

The Customer Experience 2008

(AVAILABLE to non members)

A Guide to Service Catalogues

*Members Only*

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A Guide to Underpinning Contracts

*Members Only*

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A Guide to OLAs        

*Members Only*

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A Guide to SLAs        

*Members Only*

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A Practical Guide to ITSM and ITILv3 - Part 1

*Members Only*

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A Practical Guide to ITSM and ITILv3 - Part 2

*Members Only*

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Business Relevant Metrics               

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 Sample Templates

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A Business Case for ITIL and ITSM              

*Members Only*

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Service Management Overview

*Members Only*

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ISO20000 Service Management Implementation          

*Members Only*

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Service Desk Benchmarking 2007                                    

*Members Only*

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ITSM Structure and Roles

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Service Desk Metrics - The Basics

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Recruitment and Retention

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Using Technology to Improve Customer Services

*Members Only*

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The Consolidated Service Desk

*Members Only*

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The Business Value of Great IT Support

*Members Only*

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Self Help - Justifiable Outlay?

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Making Project Communications Work

*Members Only*

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8 Additional Downloadable Templates

*Members Only*

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 ITSM Software Specification Template

*Members Only*

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