Service Desk Professional Standards ©

The Service Desk Institute produces internationally recognised standards for service desk and IT support professionals which set out clear definitions for the key service desk roles of Service Desk Analyst and Service Desk Manager.
These internationally recognised professional standards form the basis of SDI’s Service Desk Manager (SDM) and Service Desk Analyst (SDA) training courses and exams, managed by PeopleCert. Both courses lead to qualifications that are recognised globally.

Download your own copy of the SDA and SDM professional standards below.


Professional Standards Update Since 2020:

The Service Desk Institute and PeopleCert, a global leader in the examination and certification industry, have recently worked together to update the Service Desk Manager (SDM) and Service Desk Analyst (SDA) professional best practice standards.
• The revised course syllabuses and qualifications have been available for candidates to complete since September 2020 (SDA) and November 2020 (SDM).
The new service desk professional standards, now aligned with ITIL 4, have been revised to enable service desk analysts and service desk managers to enjoy the latest in best practice guidance, training courses and qualifications from across the IT service industry.
The revised SDA and SDM standards expand on previous versions by providing the newest trends in the industry, helping service desk professional supporting organisations on their digital transformation journeys. They provide an end-to-end competency model for the delivery and operation of tech-enabled IT services and enhance the analyst and manager roles, enabling IT support to play a crucial role in the wider business IT strategy.
Download your copy of the SDA Professional Standard by completing the form below:

Service Desk Analyst (SDA) Professional Standard

Download your copy of the SDM Professional Standard by completing the form below:

Service Desk Manager (SDM) Professional Standard

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