Cherwell Press Releases

IT Service and Support Teams Celebrate Customer Service

September 10, 2009 - Colorado Springs, CO. — IT service desks across the UK and Europe are being urged by the Service Desk Institute (SDI) to celebrate the importance of excellent customer service by taking part in IT Service Week – October 5-9. IT Service Management solution provider Cherwell Software is a one of two marquee sponsors ssupporting SDI with the launch of the first IT Service Week in Europe.

Similar to the increasingly popular National Customer Service Week initiative which has been celebrated since 2001, the Service Desk Institute is calling all IT service desks and support teams to get involved in IT Service Week and promote the excellent service they give to their customers, both internal and external.

Activities to promote the service desk could include job swaps between frontline analysts and management, fancy dress or themed days, PC support drop-ins, IT support road shows and inviting customers to nominate their IT service ‘hero’.

The main purpose of IT Service Week is to:

  • highlight the dedication of the entire service desk team – first line, second line and field engineers in delivering great customer service
  • let work colleagues and customers know how vital the role of the IT support analyst/engineer is and that the IT service team committed to meeting and exceeding customer expectations
  • ‘blow the trumpet’ of the IT service desk staff who work hard and go that extra mile to ensure the technology in their business continues to function
  • boost the morale and teamwork of the IT service desk
  • recognize and reward those teams and employees who deserve it

“We know how much IT service and support teams care about the service they provide to their colleagues and customers; now we want them to show it,” says Howard Kendall, founder and chairman of SDI. “IT Service Week offers service desks the perfect opportunity to showcase the superb work of their patient and hard-working analysts and engineers and show exactly how much they contribute to keeping their businesses, or their customers’ businesses, running.”

“Cherwell is delighted to be a flagship sponsor of the first IT Service Week” said Tony Probert, Managing Director of UK operations of Cherwell Software “we understand the challenges and infinite number of details that are required to provide excellent IT service, as evidenced by the robust capabilities and configurability of our ITIL-based IT Service Management software.”

Howard Kendall adds “SDI is committed to recognizing the talent, commitment and achievements of IT service professionals and we are delighted to welcome aboard Cherwell Software as one of our two main supporting partners, in helping us to bring this ground-breaking industry-wide initiative to life.”

About The Service Desk Institute (SDI)

Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe’s only support network for IT service desk professionals, providing service management consulting, customized training courses and qualifications.

Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community.

It also offers the opportunity for international recognition of the support centre operation through a site certification audit programme. SDI members span numerous industries and include Asda, AOL, Body Shop Direct, Bank of England, Barclays Bank, Foster & Partners, Fujitsu, IPC Media, Norfolk Constabulary, O2, T K Maxx, United Biscuits, Virgin Media TV and Vocalink Ltd. Further information about SDI can be found at

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