Professional Standards 2020
The Service Desk Institute and PeopleCert, a global leader in the examination and certification industry, have worked together to update the Service Desk Manager (SDM) and Service Desk Analyst (SDA) professional best practice standards.
• The revised course syllabuses and qualifications will be available for candidates to complete from September 2020 (SDA) and November 2020 (SDM).
The new service desk professional standards, now aligned with ITIL 4, have been revised to enable service desk analysts and service desk managers to enjoy the latest in best practice guidance, training courses and qualifications from across the IT service industry.
The revised SDA and SDM standards expand on previous versions by providing the newest trends in the industry, helping service desk professionals support organisations on their digital transformation journeys. They provide an end-to-end competency model for the delivery and operation of tech-enabled IT services and enhance the analyst and manager roles, enabling IT support to play a crucial role in the wider business IT strategy.
