Service Desk Analyst Professional Standard v9
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Discover the Best Practice Standard for Service Desk Analysts
Service Desk Institute (SDI), in collaboration with PeopleCert – a global leader in the examination and certification industry – has developed and updated the Service Desk Analyst (SDA) Professional Standard.
Aligned with ITIL® and modern IT service practices, this standard establishes the blueprint for successful service desk operations, equipping leaders and their teams with the best practice guidance needed to deliver outstanding support.
Download your free copy to use as a reference guide in your service desk analyst or IT support role, when recruiting analysts, or to help you prepare for the Service Desk Analyst qualification training course.
Download the SDA Professional Standard
Why the Standard matters
The Service Desk Analyst Professional Standard sets out a clear, practical framework for service desk managers. It:
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Reflects the latest trends in IT service and support, digital transformation, and customer experience.
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Expands on earlier versions to include new competencies, ensuring service desk analysts are equipped to support today’s business strategies.
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Aligns with ITIL® (version 5), enabling integration with wider IT service management approaches.
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Defines a complete competency model for the delivery and operation of modern, tech-enabled IT services.
This makes it the most relevant and practical standard for service desk and IT support analysts today.
Service Desk Analyst certification