Service Desk Certification - Service Desk Institute

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. 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.

The first step is the two day Service Desk Assessment

"It has generated many benefits from the very start of receiving recommendations from our initial audit. In terms of tangible benefits we have seen our call abandonment rate drop by over 20%, our call wait times dramatically reduce and we have a much better understanding of our customers. "

Stephen Crandon, Head of Informatics Service Management, ABUHB

What are the benefits of Service Desk Certification?

Service Desk Certification is designed to benefit you and your organization on many levels, particularly the following:

1. Driver of continual improvement

By allowing your organization 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. 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

Organizations who seek formal accreditation against the ‘Global Best Practice Standard for Service Desk’ via Service Desk Certification are able to demonstrate their competence, identify key areas for improvement and celebrate their success. Those organizations who score high enough to become formally Certified are presented with an official SDI Certification Award and encouraged to share their Certification as recognition of service excellence and great achievement.

Download the SDC Brochure

To uncover the value SDC can bring to your organization and some of the tangible improvements IT service leaders have experienced as a direct result of the SDC programme.

SDC Brochure

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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Free online SDC Taster

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

Take the online assessment