Service Desk Assessment - Service Desk Institute

An independent evaluation of your service and the opportunity to prove it’s value to the business

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 assessment which is conducted as part of the Service Desk Certification programme but it can now also be delivered as a service in itself. This assessment can be used to work towards Certification, or to provide you with objective feedback on your service maturity level and as a service improvement guide.

The assessment measures the maturity of your service desk against the ‘Global Best Practice Standard for Service Desk’, to give you a fair, current and independent evaluation of your service delivery.

Following the assessment you will be provided with an evaluation of your service’s strengths and weaknesses, plus a tailored report on key areas for development. Use the evaluation of your strengths to prove the value of your service to your customers and the wider business. Use the personalised road map for improvement to address key areas for development and transform your service!

You can now book your Service Desk Assessment online:

I thoroughly enjoyed the two day assessment and so did everyone in attendance. While it 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.

Alex Allen, Service Desk Manager, Leeds Beckett University

How does it work?

Carried out by an SDI accredited auditor, the assessment comprises a series of interviews and observations with the service team and key stakeholders including customers. The questions asked will be centered on the nine concepts in the Best Practice Standard:
• Leadership
• Policy and Strategy
• People Management
• Resources
• Processes and Procedures
• Managing Employee Satisfaction
• Managing the Customer Experience
• Management Information and Performance Results
• Corporate Social Responsibility

What else do I need to know?

The assessment is designed to provide an organisation with a baseline of its current service operation measured against each of the nine concepts from the SDI Best Practice Standard. It helps an organisation to identify areas for improvement to existing operations and highlights the possible risk factors that need addressing. 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.
See Terms of Service for booking the assessment online.

Questions about SDC or the Service Desk Assessment?

Use the form on this page to ask us anything about SDC or the Assessment. Or feel free to contact one of our friendly advisers on +44 (0)1689 889100.

Service Desk Assessment Enquiry