The Blueprint of SDI’s Latest Global Best Practice Standard for Service Desk (V9)
Looking to take your service desk to the next level? This Blueprint of SDI’s Global Best Practice Standard is your starting point.
Widely adopted around the world and recognised across the IT industry, the Best Practice Standard offers a detailed best practice model that examines every aspect of service desk operations, including leadership, customer and employee experience, resources, tools, training, strategy and continual improvement.
By benchmarking your service against the 10 concepts within the Standard, you can establish a strong baseline to measure progress, highlight areas for improvement, and track the impact of any changes over time. The Best Practice Standard provides clear, measurable criteria that go beyond the requirements of ISO/IEC 20000, offering a more comprehensive view of service excellence.
This Blueprint gives you a clear, visual overview of the 10 core concepts and the criteria inside the new Standard. It’s designed to help CIOs, IT leaders, and service desk managers quickly see what world-class service looks like — and where their efforts should be focussed.
Why use it?
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Clarity – see all areas of best practice in one structured framework.
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Benchmarking – identify strengths and gaps in your current service desk.
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Guidance – use the criteria to shape roadmaps, business cases, and continual improvement plans.
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Engagement – share with your team and stakeholders to build a shared vision of service excellence.
