Global Best Practice Standard for Service Desk v9
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Discover the Global Best Practice Standard for Service Desk
The Standard guides and informs IT Services around the world how to align to best practice and strive for ‘World Class’ service. It governs the SDI Service Desk Certification (SDC) programme and provides concepts and criteria for IT services to align and measure their maturity.
Version 9.0 is not only a reflection of today’s practices, but it’s a statement of thought leadership. It defines the direction of the service desk industry, providing actionable guidance to help organisations remain competitive, relevant, and future-ready.
The Best Practice Standard also underpins the Service Desk Certification (SDC) programme, the only globally recognised, industry-based accreditation specifically designed to assess and certify the quality of service desk operations.
Download your free copy using the form opposite to discover what best practice looks like, to drive a shared approach to service improvement across your team or to help you prepare for a Service Desk Assessment.
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Why the Standard matters
The Global Best Practice Standard for Service Desk sets out a clear, practical framework for IT service and support teams. 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 criteria, ensuring service desk teams are equipped to support today’s business strategies.
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Aligns with ITIL® enabling integration with wider IT service management approaches.
- Goes beyond the requirements of ISO/IEC 20000, offering a more comprehensive view of service excellence.
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Defines a complete maturity model for the delivery, operation and management of IT services.
This makes it the most relevant and practical standard for service desks today.