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.  
Joining the SDC programme means your service desk is audited against all 138 criteria in the ‘Global Best Practice Standard for Service Desk‘ and assessed for compliance before being given an overall score.
The 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 Best Practice Standard. If rated at a ‘Proactive’ level or above, Service Desk Certification and a star rating will be awarded.

What are the benefits of Service Desk Certification?

Service Desk Certification is designed to benefit you and your organisation on many levels, particularly the following:
1. Driver of continual improvement
By allowing your organisation to formally assess the capability of your IT service and support function through our thorough auditing process you are able to identify areas and methods for improvement. The audit poses a series of questions around the 9 criteria of the standard and builds a picture of your organisation. It challenges you to look afresh at your IT service operation, examining what you deliver and how.
2. Skills development tool
Certification allows individuals and teams to explore and acquire new skills, thus building their capacity for delivering service excellence. The programme provides advice and guidance, at every assessment stage, on a whole range of tools and techniques that can be used to deliver exceptional IT support. In this way, both individuals and teams can learn new skills and gain greater understanding of how they can be used to build a truly excellent service desk.
3. Independent validation and certification
Organisations who seek formal accreditation against the service desk standard via service desk certification are able to demonstrate their competence, identify key areas for improvement and celebrate their success. Those organisations successfully assessed are formally certified, presented with an SDI Certification Award and encouraged to display the SDI Certified Service Desk logo as recognition of excellence and achievement.

Questions about Certification?

Use the form on this page to ask us anything about Service Desk Certification (SDC). Or contact one of our friendly advisers on +44 (0)1689 889100 to discuss whether Certification is right for your service desk.

Service Desk Certification Enquiry

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Certified Service Desks

Organisations who have achieved Service Desk Certification:

World Class:

Business Led:

Customer Led:


Certification Pending:

Free online SDC Taster

Benchmark your service against the Global Best Practice Standard for Service Desk with this online performance assessment
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