The Latest Service Desk Analyst and Service Desk Manager Professional Standards (Version 8.0) can be downloaded from the Professional Standards Home Page.
Below you can find the Version 7.0.
The Service Desk Institute produces internationally recognised standards for service desk and IT support professionals which set out clear definitions for the key service desk roles of Service Desk Manager and Service Desk Analyst.
These internationally recognised standards provide the basis of SDI’s Service Desk Manager (SDM) and Service Desk Analyst (SDA) training courses and exams, managed by Peoplecert. Both lead to service desk qualifications that are recognised worldwide.
Download the Service Desk Manager professional standard here.