Service Desk Institute Reviews 33

Participating in the online SDM course, guided by Kylie Hamilton, was an exceptional experience. Kylie's leadership and unwavering support throughout the course significantly contributed to its success for me. SDI has played an integral role in enhancing my company's progress, right from the beginning. Both Kylie and John Noctor have been invaluable contacts, and I look forward to maintaining these connections.

Our audit process is an invaluable tool helping us to elevate our service desk performance. It validates existing practices as well as providing a clear roadmap for continuous improvement.
Support from Auditor was excellent, I thoroughly recommend this benchmarking activity.

SDI hve been an ever-presence in all that I do and have done for over 10 years in the Service Desk. The guidance, knowledge and networking has been fantastic.

Very well presented course

The SDI audit was very comprehensive and followed a structured approach and the professionalism and structured approach demonstrated throughout the process were truly commendable. The varied procedures followed by the SDI, ranging from detailed documentation reviews, process evaluations, stakeholder interviews, and performance benchmarking provided us with valuable insights into our current practices. The audit’s focus on service desk strategy, customer experience, incident and request management, continual improvement, and governance has helped us identify both our strengths and areas for enhancement.
The constructive feedback and best practice recommendations shared will serve as a strong foundation for us to further elevate our service desk operations.

The training courses and ongoing support have been exceptional. They’ve provided invaluable knowledge and guidance, which has greatly enhanced my effectiveness since stepping into the role of Service Desk Manager.

I recently attended the Service Desk Analyst to Team Leader training course offered by SDI, and I found it to be an incredibly valuable experience. The course was well-structured, engaging, and highly relevant to the challenges faced when transitioning into a leadership role within a service desk environment.

The trainer was knowledgeable and brought real-world insights that helped bridge the gap between theory and practice. The sessions covered essential topics such as leadership styles, team motivation, performance management, and effective communication—all of which are crucial for anyone stepping into a team leader role.

What stood out most was the interactive nature of the training. Group discussions, role-playing scenarios, and practical exercises made the learning process dynamic and enjoyable. I also appreciated the opportunity to connect with peers from different organisations and share experiences.

Overall, I feel more confident and better equipped to take on leadership responsibilities. I would highly recommend this course to any service desk professional aspiring to move into a team leader position.

Great course. Very professional, relatable and experienced trainer.

The training was informative and the trainer was very personable. I was able to ask questions with confidence and many were answered. The one's which weren't eventually were after a follow-up session.

Well delivered, and as I have had training on another course with SDI, so knew what to expect.
I like that we get sent the information prior to the course so we can make ourselves familiar with the content.

The trainer was knowledgeable and approachable, which enhances the delivery of the course.

I'd like to see SDI to critic ITIL4 Foundation course as the course it self, in terms of 'the learning', for me, fell short of expectations.

My trainer, Kylie Hamilton, presented the Service Desk Manager course. She encouraged positive conversations and promoted sharing ideas by allowing conversations to flow yet still how managing to keep on track with the time we had available on the course.

I strongly passed my course in the end!

Course was well led, good pace and very informative

I took the SDM v8 course, typically a sceptic for around tutored courses but was very impressed by the tutor they had. The course content was delivered seamlessly, the content is a bit more diverse and engaging than your typical framework based course / exam.

The trainer was very good. The information given was comprehensive. I definitely recommend this course if you want to further your career in the IT Service Desk industry.

It was a very nice point of contact with other members to start the journey to the Service Desk for me and for my company.

An excellent course (Service Desk Manager), with an engaging and knowledgable tutor.

Information was explained great and the teacher was very knowledgeable of the information that was taught.