ITIL 4 and SDI's Certification

26 June 2020
  • Maple House Birmingham
  • 1 Day
  •  Members Price: £499
  •  Non-Members Price: £595

Working with ITIL4 and SDI’s Service Desk Certification Workshop.

Practical guidance on how to leverage ITIL4 and Service Desk Certification to create real value for your service organisation.


With the release of ITIL 4 we have seen a renewed focus on delivering value to customers and understanding how the ITSM organisation can work together as a coherent, effective and efficient system to help realise this value. SDI’s Service Desk Certification (SDC) programme has always had this focus and now more than ever before, dovetails perfectly with the ideals and concepts put forward within the ITIL® framework.

This brand new workshop has been designed and created especially for SDI by Barclay Rae. Barclay is a member of both the lead architect and lead editor teams for ITIL4, a lead contributor to SDI’s Best Practice Standard and an auditor for the Service Desk Certification programme.

This workshop will provide you with an overview of SDI’s Global Best Practice Standard for Service Desk and Service Desk Certification. You will also be walked through ITIL4’s Guiding Principles, Value Streams, Four Dimensions of Service Management and Management Practices.

You’ll also receive practical guidance on how to leverage ITIL4 and Service Desk Certification to create real value for your service organisation.

What is it?

This is a one-day workshop providing an overview of the Service Desk Certification programme and ITIL4 fundamentals and how they map together, complement one another, and align.

Learning Outcomes

At the end of this workshop, you will have a thorough understanding of:

  • ITIL4’s Service Value System – value chain and value streams
  • How the SDC programme maps to the seven ITIL4 Guiding Principles
  • ITIL4’s Four Dimensions of Service Management
  • The key concepts in Service Desk Certification (SDC) and SDI’s Best Practice Standard that complement, map and align with ITIL4
  • The practical application of Best Practice and ITIL4 to deliver service improvements and the value that can be derived from them
  • How the knowledge can be integrated and tailored for your organisation
Who will benefit?

This workshop would prove useful for, and benefit any IT service professional looking to get to grips with the practical application of ITIL4, looking to gain more knowledge or understanding on how the Service Desk Certification programme can help improve their service delivery, and any IT service professional looking for an introduction to Best Practice.

What does the workshop cover?
  • Introduction to Service Desk Certification & The Global Best Practice Standard for Service Desk
  • Introduction to ITIL4
  • Understanding how SDC concepts map to ITIL4 & vice versa
  • Understanding how the SDC program aligns to the ITIL Guiding Principles
  • Understanding where your organisation is now
  • Understanding the next steps in your service improvement journey
  • Understanding the associated benefits and risks
How is it delivered?

The day runs from 09:00 – 16:00 with 2 x 15 minute refreshment breaks and 1 x 45 minute lunch break.

Sessions consist of presentation slides, planning resources, planning and analytical exercises as well as group discussions.

Prefer to run this workshop in-house?

This unique workshop can be delivered in-house providing you with a little more flexibility specific to your organisation’s training requirements.

Find out more about our in-house training here or email with your requirements and we will design a course to fit your needs and budget.

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