SDI Member Case Study: HM Land Registry

HM Land Registry is an organisation that is transforming the way it sees service management. This government department registers the ownership, interests and mortgages and other secured loans against land and property in England and Wales. It also holds one of the largest geospatial databases in Europe. HM Land Registry was also the very first organisation to become a member of the Service Desk Institute in 1989. We spoke to their IT service desk about their approach to Business Relationship Management (BRM) and their journey into agile ways of working.

HM Land Registry’s IT service desk supports over 5000 staff across 14 offices in England and Wales. Their external customers are primarily conveyancers, banks, lenders, solicitors, and property professionals. Citizens also used their public services last year, which include accessing property information and protecting your property from fraud.

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By Scarlett Bayes, Industry Analyst at Service Desk Institute

One of the perks of SDI membership is access to exclusive content and a new insight report every month, and in August, members were sent “Omni-Channel approach to Support”. We try to keep our content accessible for the majority of our customer base while also taking a futuristic look at what perhaps more mature desks are doing or what services desks could look like in the future. This report detailed a service environment whereby a customer could go from a chatbot, to a knowledge article, to self-service, or a similar path, seamlessly, with each element being integrated on the front and back end.

While this sounds ideal, when writing this report, I asked myself “can service desks relate to this?”. I found myself saying no, that perhaps a lot of service desks would consider this incredibly advanced and difficult to implement. Our data shows that the majority of service desks still spend most of their time day to day firefighting due to a heavy workload, and while an omnichannel approach to support could help reduce this, it would require a lot of time, money, and resources which many service desks, IT departments, or organisations may not have to spare.

However, if service desks are to survive and stay relevant as technology continues to develop and become more cognitive, and customer expectations continue to grow, it is important that organisations start taking steps to prepare for future changes and evolutions of the service desk. The point of this blog is to suggest some steps IT services can do in order to be better equipped to evolve alongside technology.

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By Rachel Hewitt-Hall

Rachel will join us at Service Resilience 2019 to share key insights and simple steps you can take to maintain a healthy mind and increase your personal resilience.

Like many of our clients and programme participants, you too may find your team members are demanding more from you as a leader. The Millennial workforce is different from any previous generation regarding their desires and motivations.

As organisations grapple with constant change, some are looking to their IT colleagues and the philosophy of ‘Agile’ to support their evolution.

The term Agile Leadership has been around for a few years now, yet if you’re not working in an IT department you may be wondering what it’s all about.

Following the creation of the ‘Agile’ way of working, the philosophy is now growing in popularity across all organisational functions.

In this article we will explore what agile working means, how it relates to leadership, and what are some of the qualities of an ‘agile’ leader. 

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The Chimp Paradox, created by Professor Steve Peters is an incredibly powerful mind management model that can help you become a happy, confident, healthier and more successful person. At Service Resilience Conference 2019, Robbie Anderson will join us to talk as a keynote about building relationships and offering expert insights into the psychology of human performance using The Chimp Paradox. Service Resilience 2019 will take place on Thursday 14 November in The British Library in London, book your place today!

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Blog post by Simon Kent

Advising and Coaching CEOs & Business Leaders on Digital Transformation, Relationships, Business Value and Wellbeing. Simon will be speaking at Service Resilience 2019.

I was running a workshop for a number of Business Relationship Managers the other day and we were discussing the challenges of relationships within the context of business and how we help people to overcome their own resistance to change.

Resistance manifests in behaviours and attitudes; through competitiveness and those subtlest of actions or energy that is somehow "off".

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By Rachel Hewitt-Hall, Managing Director at Excel Communications (HRD) Ltd

What I admire about Elon Musk (CEO of Tesla) is that he has turned his childhood dreams into reality! An all–electric car company as well as launching a rocket into space, which delivered cargo to the International Space station. 

As you can guess, it’s not been an easy ride at times for Mr Musk. Being CEO of two major companies, dealing with a global economic collapse, broken cars, taking years to turn a profit at Tesla, and failed rockets. The usual kind of things when you are working to change industries such as aerospace and automotive! 
What is it that has allowed Elon to overcome so many challenges and continue to pursue his goals with such vigour? The honest answer is that there are many contributory factors, with resilience being pivotal to his success.  
Resilience is a hot topic in leadership circles and as we are increasingly being asked by clients to include resilience into our leadership programs, we thought it would be good to share some ideas on how to be more resilient. 

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