Following Endava’s Service Desk Certification (SDC) Surveillance Audit in November 2019, they have achieved a fantastic ‘World Class’ 5-star Certification!
With only two other companies in the world achieving this level of Certification (CGI and O2 Telefonica) Endava is now part of the top 3 Service Desks in the world. 5-Star Certification defines the ultimate level of quality and delivery for World Class service desks and provides an aspirational guide for all service management organisations. SDI introduced the 5-Star Standard in 2012 to recognise those progressive organisations that are able to deliver the highest possible level of customer service.
To award 5-Star Certification, SDI carried out a four-day audit incorporating feedback from clients and staff, and worked alongside Endava to understand how the team provide services to a broad range of organisations. We found true integration of the service desk with the wider service management functions and demonstrable strength and commitment to delivering excellence.
SDI’s SDC programme is the only industry standard-based accreditation programme designed specifically to certify service desk quality. For the Endava teams, this accomplishment spans a three and a half year journey which started when they initially entered the Certification programme back in 2015 with their Service Desk Assessment -a two day evaluation of a service desk’s maturity prior to the full Certification Audit. Since then, the teams have consistently improved their ways of working, successfully passing each SDI audit. Year on year the company’s Certification score increased, earning them two consecutive years the top 4-star mark, which meant they became eligible for the 5-Star Audit. In the 2019 Audit, SDI recognised Endava´s Knowledge Management and CSAT/CX processes as outstanding practices, naming them as leading the industry and considering them relevant for the 5-Star accreditation.
The Certification Audit is a full review of an entire service desk operation using interviews, desk-side observations and a review of service level metrics. Evidence-based material is required prior to the Audit to confirm the service desk conforms to the Global Best Practice Standard for Service Desk.
“We’re very proud of our teams for this achievement. A 5-star SDI rating reflects how well our service desk teams understand our customers’ needs, challenges, but also the quality and effectiveness of the bespoke solutions they provide for them. We will definitely continue to improve our offerings, services and our work environment, as both the success of our people and of our clients are dependent on it. Congrats once again to everyone in the Endava Service Desk across all our locations!”
Ovidiu Spinean, Head of User Centric Services, Enava.
Supporting Endava’s core purpose of reimagining the relationship between people and technology through their product & technology strategies, intelligent experiences, and World Class engineering propositions, the Service Desk delivers a cost-effective blend of highly-motivated and skilled service analysts, fully covering their clients’ service desk needs and serving over 27,000 end-users globally.
“This is an incredible achievement of which everybody at Endava can be truly proud. As we’ve seen over the last few years, incorporating Service Desk Certification into day-to-day business as usual, is helping to drive value, service improvement and is differentiating Endava from less forward-thinking organisations. The service desk teams have shown tremendous commitment over the past 3.5 years to global best practice and delivering an outstanding customer experience. This dedication to improving and aligning Endava’s service delivery model to the ‘Global Best Practice Standard for Service Desk’, means they can now be globally and officially recognised as delivering a World Class 5 Star Certified service. A huge congratulations to you all.”
Tessa Troubridge, Chief Executive Officer (CEO) Service Desk Institute.