In the summer of 2017 London Metropolitan University began the exciting process of Service Desk Certification, the globally recognised accreditation programme which benchmarks an IT service operation against the SDI best practice Standard.
The first stage of the Service Desk Certification (SDC) programme is an initial service desk assessment by an experienced SDI auditor to evaluate current service levels and make recommendations for key areas to tackle before the full SDC audit. London Metropolitan University’s initial assessment was assisted by recently appointed SDI Trusted Advisor James Chambers.
“I really enjoyed attending the initial assessment. Being relatively new to SDI and an advocate for our customers undertaking the certification programme, it was extremely valuable for me to get an understanding first-hand of how the process looks from an auditor’s and client’s perspective.”
James Chambers, Trusted Advisor, Service Desk Institute.
Not only did James enjoy the visit to London Met from a professional perspective, but from a nostalgic one as well, because it is where he completed his master’s degree in 2011.
“It’s really nice to be working with the University again but in a different capacity. It felt great to be back and see first-hand what things were different and what was the same, especially seeing the development and progression of the technology they are now implementing into the students’ everyday lives.”
The London Met alumni association is a global community of more than 180,000 graduates, of which 95% find employment within six months of graduating. James experienced the genuine support and care the University has for ex-students first-hand during his visit, with members of staff very interested to find out how he had been getting on since graduating in 2011.
James’ visit was during London Met’s initial assessment stage of the SDC programme. He explains:
“The assessment is the fact-finding part of the programme where we establish exactly where the service desk operation sits at this moment in time. It allows the auditor to identify areas which are working well and provide recommendations to bring other areas up to speed before the certification audit in 9 months’ time. I am really looking forward to seeing what steps London Met will put in place for their service improvement while benchmarking themselves against our globally recognised Standard.”
If you’d like to learn more about Service Desk Certification in the Higher Education sector, get in touch with James!
– He would love to tell you more about the process and answer any of your questions.
+44 (0)1689 889100
You can also find out more from reading some of the Service Desk Certification Success Stories