The event aims to be an inspiration for service desk professionals, giving them the opportunity to gain insights from industry experts, to network with other service desk professionals, to share common challenges, to hear new approaches and gather fresh ideas which can be then turned into improvements for their service desk.

The opening address will be given by David Wright, Director of Professional Services at The Service Desk Institute (SDI) and also during the event Karen Taylor, SDI’s Service Desk Improvement Consultant will present 10 Steps To Successful ITSM Software Procurement. Other speakers on the agenda include industry experts from Endava, Sykes Enterprises Eastern Europe and BullGuard.

The event will also include an inspiring session with Andrei Postolache, leadership trainer at Introspecials, and an interactive group workshop where participants will take part in highly focused small group discussions and share their service desk problems to find specific solutions together.

Commenting on the event, David Wright, SDI’s Director of Professional Services, says “SDI is delighted to be a part of this event with Endava, a forward thinking company with a service desk based in Cluj, a major IT hub of Romania.  This event highlights the importance and value of the service desk industry in the region and is the perfect opportunity to deliver the SDI mission of inspiring service desks to be brilliant!”

“As the 2014 SDI Best Managed Service Desk winners, Endava is partnering with the Service Desk Institute to host the SDI Service Improvement event in Cluj. This event aims to engage with Service Desk professionals and to provide a forum on the local market to facilitate collaboration and development of IT services in Romania. Endava is excited about the partnership with the SDI, a testament to our on-going commitment to continue to be one of the leading IT Service Desk providers in Europe.” – added Ovidiu Spinean, Head of Service Desk Services at Endava.

Endava won the Best Managed Service Desk of The Year Award 2014 at the annual IT Service & Support Awards organised by the Service Desk Institute. One of the most coveted awards in the IT service and support management industry, it was awarded in recognition of Endava’s Service Desk high performance and progress in the recent years as the company had been among the finalists for the third time. The Endava Service Desk supports client businesses of all sizes, providing first level support services and handling service requests for over 7,000 end users in over 60 countries. It has capabilities for 24x7 operations, multi-lingual support in over 10 languages and is aligned to ITIL Service Management practices. Each month the Endava Service Desk logs and responds to approximately 15,000 tickets resolving up to 90% of all tickets on first level and with customer satisfaction rates of 90%.

The event will take place at United Business Center, at the Endava office in Cluj-Napoca. The event has ended.

About SDI

The SDI company mission is to inspire service desks to be brilliant. To achieve this mission SDI has developed a set of goals by which it aims to inspire service desks to:

Embrace: To raise the quality of service delivery by valuing best practice
Engage: To create an inspiring and engaging customer experience
Invest: To empower their teams to be inspired, take action and be better
Shine: To demonstrate and deliver exceptional business value

SDI sets the globally recognised best practice service desk standards that provide clear and measurable benchmarks for service desk operations and professionals. The standards are designed to encourage service desks to embrace best practice to in order to raise the quality of service delivery.


About Endava

Endava is a leading European IT services organization with over 2,250 full time employees. Headquartered in London, Endava has offices in the UK, USA, Germany, Romania, Macedonia, Moldova and Serbia and with an annual turnover of £64 m/ €88 m in the financial year 2013/2014, the company has established itself as a leading IT services provider. 

Supporting the full software lifecycle, we cover application development and management, testing, digital media, infrastructure management and cloud services.

Industry-focused verticals are led by professionals who speak our customers’ language, designing services for clients, complemented by world class delivery.  Our solutions transform systems, platforms and processes for the world’s leading brands in Capital Markets, Banking, Payments, Insurance, Media, Retail and Telecommunications.