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SDI is delighted to announce that the Microland and Clifford Chance Service Desk has secured the prestigious SDI Service Desk Certification 5-star ‘World Class’ status for the first time.
This outstanding achievement not only underscores Microland’s and Clifford Chances’ unwavering commitment to delivering exceptional services but also serves as a shining example of the tangible benefits of the SDI Certification journey.
This accreditation recognises Microland’s relentless efforts in delivering superior services to Clifford Chance employees and their global stakeholders.
Microland is the third company globally and the first company in India to attain this accolade.
Amid dynamic operational shifts, the Microland service desk team has consistently delivered outstanding service, and the service desk has significantly contributed to Clifford Chance’s ability to adapt to changing work practices in recent years.
This highlights the commitment and effort of the Microland service desk team, who continuously strive to deliver high-quality services, improve IT operations, and empower Clifford Chance to deliver outstanding support to their global partners and clients.
David Wright, Chief Value and Innovation Officer, SDI, commended the team’s efforts, saying, “We observed a brilliant team at work firsthand during the audit, and everyone should be very proud of what they have achieved. This rating is a true reflection of Microland’s passion and dedication to enabling business value and driving sustainable improvements. I extend my congratulations to the entire team on achieving a World Class 5-star accreditation, which is a worthy reflection on their commitment and hard work.”
Karthikeyan Krishnan, Senior Vice President and Geo Leader – Europe, Middle East and Africa, Microland, said, “We are delighted to have achieved a World Class 5-star rating from SDI. Microlanders have diligently worked to enhance service delivery and to achieve exceptional customer satisfaction for global enterprises. It is heartwarming to see our efforts recognised with the highest-level rating. We remain dedicated to continuous improvement and are committed to maintaining this World Class 5-star rating consistently in the years ahead.”
Kieran Charnock, Director of Service Management, Clifford Chance, praised the team’s stellar effort, saying, “We are thrilled to achieve the World Class 5-star rating by SDI with Microland. For over a decade, we have worked tirelessly with Microland to co-create value, fostering trust and collaboration. It is this enduring relationship that has empowered us to consistently deliver the highest level of service to our global stakeholders.”
What is Service Desk Certification?
SDI’s Service Desk Certification (SDC) programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality. The Global Best Practice Standard for Service Desk provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL or ISO/IEC 20000. Organisations globally, large and small use our IT Service Standards to keep up with ITSM best practice.
To achieve Certification, the maturity level of a service and support operation is audited against the Best Practice Standard. SDI’s experienced auditors will assess compliance with the Standard and verify the level the service is operating at to award a reactive, proactive, customer-led or business-led status. To achieve World-class 5 star status organisations must have successfully achieved 4 star status in two consecutive Audits, without a drop in Audit Score.
Organizations who seek formal accreditation against the ‘Global Best Practice Standard for Service Desk’ via Service Desk Certification are able to demonstrate their competence, identify key areas for improvement and celebrate their success. Those organizations who score high enough to become formally Certified are presented with an official SDI Certification Award and encouraged to share their Certification as recognition of service excellence and great achievement.
About Microland
Microland is committed to “Making Digital Happen” by allowing technology to do more and intrude less. They make it easier for enterprises to transition to next-generation digital infrastructure through their extensive service portfolio including Cloud and Data centers, Networks, Digital Workplace, Cybersecurity, and Industrial IoT. Incorporated in 1989 and headquartered in Bengaluru, India, Microland has more than 4,500 digital specialists across offices and delivery centers in Asia, Australia, Europe, the Middle East, and North America.
About Clifford Chance
Clifford Chance is one of the world’s pre-eminent law firms with significant depth and range of resources across five continents. As a single, fully integrated global partnership, we pride ourselves on our approachable, collegial and team-based way of working. We always strive to exceed the expectations of our clients, which include corporates from all commercial and industrial sectors, governments, regulators, trade bodies and not-for-profit organisations. We provide them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.
About The Service Desk Institute (SDI)
The SDI company mission is to inspire service desks & support teams to be brilliant. To achieve this mission SDI has developed a set of goals by which it aims to inspire service desks to:
Embrace: To raise the quality of service delivery by valuing best practice
Engage: To create an inspiring and engaging customer experience
Invest: To empower their teams to be inspired, take action and be better
Shine: To demonstrate and deliver exceptional business value
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 best practice to in order to raise the quality of service delivery.
