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“Achieving 5-star status once felt like a pipe dream… but we proved it’s about mindset, not size.”
— Alex Harding, Head of IT Services, Runshaw College
In a time when digital services underpin every aspect of business and daily life, the Service Desk has never been more important – or more scrutinised.
Service Desk Managers and IT Leaders alike may be left wondering:
Are we delivering the optimised service? Are we doing the right things – and not just doing things right?
For Runshaw College, an internal IT team in the public and educational sector, the answer to these questions wasn’t always clear. So by committing to the SDI Service Desk Certification (SDC) programme, they transformed uncertainty into excellence, and are now proudly recognised as the first educational organisation to achieve World-Class 5-Star SDC status.
Their story is proof that any team, in any sector, with any budget can reach World-Class performance if they have the right framework and mindset.
The Challenge You Know All Too Well
If you’re like most IT leaders, you’re facing a familiar set of challenges:
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Disconnected processes and inconsistent performance
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A team that works hard but lacks validation
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Stakeholders expecting more — with fewer resources
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Pressure to align IT services more closely with organisational goals
You know you’re capable of more — but without a clear path, progress stalls.
That’s exactly where Runshaw College began. In 2019, they joined the SDC programme and scored “Uncertified.” Far from being discouraged, their team saw opportunity: A framework that could turn potential into measurable, meaningful results.
The Power of the SDC Framework
Unlike generic maturity models or tick-box assessments, SDC is the only globally recognised certification focused solely on Service Desk quality. It assesses performance across ten critical areas – from leadership and strategy to performance metrics and customer experience – all mapped against the Global Best Practice Standard.
SDI’s expert auditors bring real-world knowledge, not just theory. The result? An audit that feels like a masterclass in operational excellence.
“Dare we say it — we enjoy the audit. It’s intense, but every time, we grow from it.”
What Transformation Really Looks Like
Here’s what happened when Runshaw committed to the SDC journey:
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From a 1.82 “Uncertified” score to 3-Star status within a year
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Finalists in the SDI Best Service Desk Awards
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Winners by 2023 — then 5-Star World Class certified by 2025
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A complete mindset shift: From reactive firefighting to strategic leadership
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Embedded automation to resolve classroom-impacting issues faster
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Service Desk satisfaction became a college-wide benchmark
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Internally recognised with a Team Excellence Award
This wasn’t about flashy investments or headcount growth. It was about focus, consistency, and clarity of purpose — all provided by the SDC framework.
Why Service Desk Leaders Love SDC
SDC isn’t a one-off project. It’s a journey — and a catalyst.
It helps teams:
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Validate and benchmark performance against the best in the industry
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Gain leadership buy-in with data-driven improvement plans
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Elevate internal perception of IT as a strategic enabler
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Cultivate confidence, pride, and resilience in Service Desk teams
“It helped us realise we weren’t just doing a good job — we were delivering service excellence.”
What’s the ROI?
As an internal team, Runshaw’s ROI wasn’t measured in profit margins — but in massive cost avoidance and consistently high-quality delivery.
They now act as both service integrator and provider, managing day-to-day operations and large-scale projects with the confidence that their approach meets world-class standards.
And most importantly?
They’ve built a team that believes in what they do, knows it matters — and has the Certification to prove it.
Your Turn: Don’t Just Improve — Transform
If your Service Desk deserves more recognition, structure, and measurable progress — SDC is your answer.
Whether you’re leading a 500-person team or a small internal desk with big ambitions, the SDC programme will give you the clarity, framework, and expert support you need to reach world-class performance.
Runshaw’s journey proves that mindset beats size — and that excellence is always within reach.
Read Runshaw College’s full case study
