About Us

The Service Desk Institute



Our Mission & Vision

The SDI mission is to inspire service desks to be brilliant. We do this by supporting service desks to:

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

The Global Best Practice Service Desk Standard

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 and value best practice in order to raise the quality of service delivery.

How can I get my service desk involved?

Firstly, subscribe to the SDI newsletter which is delivered monthly to keep you and your team informed about the latest industry news and events. Secondly, explore our website and you'll find everything you need from best practice standards to research reports, benchmarking and improvement services to training courses. It's all here!

Standards for service desk professionals
SDI has set the definitions and standards for the key service desk roles of Service Desk Analyst and Service Desk Manager. These clear and measurable standards are reviewed every three years to ensure that they align with the needs and demands of the industry by an international committee comprising industry experts, service management professionals and practitioners.
SDI's training and qualifications programme is based upon these standards with the Service Desk Manager and Service Desk Analyst qualifications now offered by APMG International.
International Service Desk Standards
SDI's standards for service desks were created to help IT service professionals drive continuous improvement in their organisation's service desk. They also form the basis for SDI Service Desk Certification Programme where service desks are benchmarked through a formal audit process against the standards. Service desks are then accredited according to their level of performance against the standards.
Training Courses
IT Service Excellence Awards 
Membership  |  Training  |  Events  |  Conference  |  IT Service Excellence Awards  |   SDI In The Press  |   Trademark

Be Involved

  • Service Desk Training

    Senior Analyst to Team Leader

    15 - 16 May, Birmingham

  • Service Desk Training

    Service Desk Manager

    15 - 18 May, Kent

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Birmingham

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