Milton Keynes, UK, 12th November 2008 –Tickets.com, the premier event ticketing solutions and services provider for thousands of top worldwide entertainment and sports venues, has not only successfully maintained their SDI 3-star accreditation for its UK and European Service Desk operations but increased its overall rating. Tickets.com is the only ticketing software supplier that has secured IT Service Desk accreditation.
Tickets.com is a global company with customers in the Arts, Sports and Visitor events and attractions sectors. With over 500 clients Europe-wide, the UK operation supplies and supports ticketing and marketing software to a variety of customers from large organisations, such as Historic Royal Palaces, Chelsea Football Club and Eastbourne Theatres, to many small Arts Centres, such as Cornerstone Arts Centre. Ticketing is a highly competitive market and Tickets.com provides and supports three business-critical software products, ProVenueDatabox™, ProVenueMax™ and ProVenueOnline™, for its customers to support large volumes of sales traffic securely and efficiently. As positive end user experiences are vital to Tickets.com’s customers, it is imperative that the IT Services Desk is able to react quickly and effectively to any issues.
Jessica Epton, Customer Services Manager, Tickets.com (EMEA), comments: “Working with SDI has revolutionised our best practice framework and the way we run our service desks, which has significantly helped to set us apart from our competitors. Our Service Desk is known throughout the industry for providing the highest level of service, and as the only Ticketing company to have SDI certification, we also have the edge when it comes to competing for business.”
Since the 2007 audit SDI has moved to the 9 Concept version of the maturity model and have introduced an additional concept, Social Responsibility. As a result, Tickets.com have reviewed their environmental policy with a view to reducing their own carbon footprint as well as encouraging suppliers and partners to do the same.
The auditors were delighted to report that many improvements have been made since the last Surveillance Audit 12 months ago. It is particularly noteworthy that the Tickets.com management team remain enthusiastic and passionate about Service Excellence. The Service Desk has achieved an overall score of 3.71, a very healthy score, against the SDI standards during this S2 audit.
The structure of the Site Certification and SDI’s regular audits have ensured that Tickets.com has a framework, and that standards are continually maintained and improved as has been the case this year. SDI worked closely with the Customer Services team from the initial stages to fully understand the business, so that it could define and implement the most effective ITSM standards for Tickets.com.
Howard Kendall, Founder and SDI Master Auditor comments: “It’s terrific to see the continued excellent progress since the original audit in 2004, and since last year’s surveillance. There are no weak scores and this is testament to the enthusiasm and passion the team exude – and bodes well for the roll out across the world and the January USA assessment. Great stuff!”
About Tickets.com
Tickets.com, a subsidiary of MLB Advanced Media, LP, the interactive media and Internet company of Major League Baseball, is a premier event ticketing solutions and services provider for thousands of top worldwide entertainment and sports venues. Headquartered in Costa Mesa, Ca. with other offices around the United States and the world, the company facilitates the sale of tickets by enabling venues with proprietary, cutting edge software, retail outlets, automated kiosks, and the latest in digital ticketing functions including Tickets@Home®, Tickets@Phone™, and Access Control. Please visit www.tickets.com.
About The Service Desk Institute
SDI is the new driving force for the ITSM and service desk industry with a vision of being recognised globally as the professional body that drives exceptional IT service and support. As the leading authority on Service Desk and IT support related issues, SDI will enable organisations to enhance the value of business and IT integration through exceptional IT service and support. SDI is responsible for setting global industry standards, delivering thought-leadership and knowledge, and influencing service improvement for individuals and organisations. The globally recognised SDI Service Desk Certification standard is the only best practice standard that provides a clear and measurable set of standards for a Service Desk operation.
Acting as an independent advisor, 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. It members span numerous industries and include, AOL (UK), Barclays Bank, Computer Associates, ITV, O2, T K Maxx, United Biscuits and E.On. Further information about the SDI can be found at www.sdi-europe.com.
