Service Desk Assessment
Questions About Certification
Send us your questions about Service Desk Certification (SDC) and we will get back to you as soon as we can.
Overview
SDI Delivers A Two Day Service Desk Assessment Which Provides You With A Benchmark Of Your Current Service Performance. This Assessment Can Be Conducted Either On Site Or Virtually.
This is the preliminary step which is conducted as part of the Service Desk Certification programme but it can also be delivered as a separate service in itself. This Assessment can be used to work towards Certification and a SDI star rating, or to provide you with the foundations and starting point of your new bespoke service improvement plan.
The objective feedback you receive is based on official global best practice, and will be tailored to your organisation, so you can be confident the strategic roadmap provided will provide you maximum value. Your service maturity will measured against the ‘Global Best Practice Standard’ to provide a fair, current, independent evaluation of your service delivery.
“I thoroughly enjoyed the two day assessment and so did everyone in attendance. While the report showed us that a large amount of work needed to be done, the positives also highlighted -gave us the energy to move forward. It felt like two days of consultancy rather than being assessed.”
Investment driver for the service desk and wider IT teams
Professional development opportunity for staff
Long term improvements and impact
Independent evaluation and verification of excellence
How It Works
The two day Assessment is led by an SDI Accredited auditor, over two full days. It comprises a series of discussions, questions and observations with your service team and key stakeholders including customers. The questions asked will be centred on concepts in the Best Practice Standard, such as:
- Leadership
- Policy and Strategy
- People Management
- Resources
- Managing Employee Satisfaction
- Managing the Customer Experience
- Management Information and Performance Results
- Corporate Social Responsibility
Companies Completed Service Desk Assessment
Talk to us!
Use this form to contact us with any questions about The Assessment ot Service Desk Certification (SDC) , or any current challenges you are facing. Use the Dropdown labelled ‘Nature of Enquiry’ and choose ‘Service Desk Certification’ (or the most appropriate option depending on your query) as well as typing a message so we can direct and answer your enquiry more efficiently.
Get in touch today and see what we could achieve together!
About You
Useful Information
The Assessment is designed to provide an organisation with a baseline of its current service operation measured against each of the nine concepts from SDI’s ‘Global Best Practice Standard’. It helps an organisation to identify areas for improvement to existing operations and highlights the possible risk factors that need addressing.
Following the Assessment you will receive an evaluation of your service’s strengths and weaknesses, with a tailored report on methods and areas for improvement.
Use the evaluation of your strengths to prove the value of your service to your customers and the wider business. Use the ‘weak’ areas to address areas for development and see your service grow as your team thrive and unleash their potential.
It is important to understand that the Service Desk Assessment alone is not a substitute for a complete and thorough full Certification Audit (from the Service Desk Certification programme) and does not provide the service desk with a star rating or Certified status.
What Our Community Says About Us
Our interactions with SDI have been brilliant. The people have been incredibly supportive and helpful and the content we have been exposed to has been invaluable in our continued growth, expansion and improvement.
JOSHUA NELSON Power Design Inc
Many thanks for the boost of confidence this SDI training has given me and for all the helpful tips and information. It was really refreshing to be guided by someone who has a clear passion in delivering great service and who also has lots of experience in helping others to do so. SDM Training Course.
DAN UPTON Plymouth University
Being a member of SDI has provided us the tools to improve our service, raise our profile, demonstrate our value and connect the IT Service Desk to work closer to the rest of IT and the University. Our customers have witnessed improved response times, communications, customer engagement and, ultimately, improved customer satisfaction.
ANTONIA JONES University of Leeds
We now have a clear direction and strategy for continual improvement
ANNA LISTER RPMI
The resources and community available are invaluable. These contributed to us achieving a same day resolution monthly average of over 70% and seeing a drop in incidents of over 34.71%
ROBERT LONGDEN Central Technology
The course itself was very informative – I am now able to be better in my role and deal with customers far more efficiently. I loved the course, and the material and trainer were amazing. SDA Training Course.
DEBRA HELEN SMITH NHS Ayrshire & Arran
We were keen to join the community that promotes best practice standards, allowing us to improve both individually and as a team, whilst consistently developing the service we provide to our clients.
