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Hill Dickinson

Hill Dickinson's IT service Desk Joins International Elite After Securing SDI's 2 Star Service Desk Certification

hill dickinson   In February 2013, the top 30 law firm Hill Dickinson, founded in 1810 and famous for their involvement in the cases of the sinking of the Titanic and the Lusitania, became the latest law firm to be accredited with the internationally acclaimed Service Desk Certification from The Service Desk Institute (SDI). 

From L-R: Howard Kendall, Founder, SDI and Nick Thomson, IT Service Desk Manager, Hill Dickinson

The 24-strong IT service desk, based in the firm's main Liverpool office, supports more than 190 partners and 1,400 employees logging around 3,600 incidents and requests every month.

Reflecting on their accreditation, Nick Thomson, the firm's IT service desk manager, said: "We first decided to pursue SDC during an IT led project where the objective was to improve some of the firm's core services including the utility, warranty and availability of the network, email, remote working and digital dictation services. As well as improving the underpinning infrastructure and technologies, we wanted to transform the firm's IT support department from a generic IT helpdesk to a focused IT service desk and make use of industry best practice to support us on our quest.

While we faced many challenges on our SDC journey, our main objective was to create standardisation within the team, improve the depth of knowledge and raise the reputation of the IT service desk within the firm. In accordance with the SDC standard, we have introduced Knowledge Centric Support, we now continuously measure and monitor our performance and have clearly defined policies and processes in place."

The 2 star rating was awarded to Hill Dickinson following the rigorous SDI auditing programme which assessed their IT service in terms of leadership; policy and strategy; people management; partnerships and resources; processes; people satisfaction; customer satisfaction; performance results and corporate social responsibility.

Howard Kendall, SDI's Master Auditor, commented: "It is very rewarding to see the significant amount of progress that the Hill Dickinson service desk team has made in just 8 months following the initial assessment stage of the service desk certification programme. It is clear that the drive and passion of management is paying off and having a positive effect on the team and service outcomes."

Thomson concludes: "I am pleased to say that the audit was an energising, fun and ultimately rewarding experience and as our service operation matures we will be consistently looking at how we can make improvements. Overall, our experience of working with SDI has been effective and fruitful. The SDI audit team were a pleasure to work with and their depth of knowledge within the field has been invaluable. Working with SDI has certainly helped us clarify our road map for the service desk for the future. " 

The Service Desk Institute's SDC audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements. Based around ITIL and ITSM frameworks, the certification evaluates companies in the following areas: incident and problem resolution; change and release management; service level management; availability and capacity management; configuration management; business continuity and financial management; knowledge management and customer relationship management.

For more information on the SDC programme or to speak to someone at the Hill Dickinson about their first-hand experience, please contact hello@sdi-e.com or call us on +44 (0)1689 889100.

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