Successful Download: Service Desk Essential Handbook

You can now access your handbook here.

Note: The file may go straight into your downloads folder


Use the handbook as a reference and guide to help align your service to global best practice. You can use it as a self-assessment tool and to help you benchmark your current maturity level.
The Global Best Practice Standard for Service Desk featured in this handbook forms the basis of SDI’s Service Desk Certification (SDC) programme. SDC is the only industry, standard based accreditation programme designed specifically to certify service desk quality.
Service Desks Worldwide use the Certification programme as a differentiator against competitors, to structure their continual improvement initiatives and to prove the value of their service to customers and the wider business.
The SDC Assessment process investigates and reviews the IT service and its support teams to ensure that consistent service delivery is being provided to the customer base using sound and resilient policies, processes, procedures, knowledge, skills, systems and technology. Discover the steps to Certification >>


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