Service Desk Certification
Questions About Certification
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Service Desk Certification (SDC)
Overview
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.
To achieve Certification, the maturity level of your service and support operation is audited against the Best Practice Standard. SDI’s experienced auditors will assess your compliance with the Standard and verify the level your service is operating at to award a reactive, proactive, customer-led or business-led status.
Benefits Of Service Desk Certification
Driver of continual improvement
By allowing your organisation to formally assess the capability of your IT service and support function through the SDC programme, you will identify areas and methods for improvement which often span wider than just the service desk.
Skills development tool
Certification allows individuals and teams to explore and acquire new skills, building their capacity for delivering excellence whilst growing and evolving alongside the service. The programme provides advice and guidance, at every stage, on a whole range of tools and techniques that can be used to continously develop both individuals and teams. They will learn new skills and gain greater understanding of how to build a truly excellent service experience.
Independent validation and Certification
Organisations who seek formal accreditation against the ‘Global Best Practice Standard for Service Desk’ via SDC are able to demonstrate their competence, identify areas for improvement and celebrate their success. Those organisations who score high enough to become formally Certified are presented with an official SDI Certification Award to share as recognition of service excellence and promote great achievement for the organisation.
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Steps To Becoming Certified
- Assessment- Two day evaluation of your service, no evidence required by auditor at this stage. After Assessment you’ll receive tailored roadmap and recommendations to follow, in order to prepare and gain best result during your Certification Audit which happens 9 months later.
- Certification Audit– Four day full audit of your service, with evidence to support relevant sections. This step involves interviews with key stakeholders including users and colleagues. After this stage your service will be scored and if successful a star rating will be accredited to your organisation. You will receive another detailed roadmap guiding you on how to improve further on your surveillance Audit which takes place 12months later.
- Surveillance Audit– 12 months later you have the chance to improve your score and raise your star rating from implementing the improvements given to you in your roadmap after the Certification Audit. From here you will have a Surveillance Audit every 12 months to stay aligned to the latest Global Best Practice, and to attain or raise your star rating.
Talk to us!
Use this form to contact us with any questions about 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.
SDI’s mission is to support and inspire service desk and support teams to be even more brilliant. Get in touch today and see what we could achieve together!
About You
Useful Resources
Service Desk Essential Handbook
This service desk handbook is your essential guide to a brilliant service desk, according to the latest Global Best Practice. It lays out the description and maturity level...
Read MoreWhat 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.
