About SDC
SDI’s Service Desk Certification (SDC) programme is the only industry-standard based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL® or ISO/IEC 20000.
To achieve Certification, the maturity level of a service and support operation is audited against the Best Practice Standard.
“The SDC programme has instilled a culture of continuous improvement within our service desk team. It has enhanced team morale by recognising our commitment to excellence and empowered our staff with clear processes and performance metrics. For the wider organisation, it has reinforced confidence in our service Support capabilities and strengthened our customer relationships.”
Gopi Krishna, Global Operations-IT & Solutions, Tata Communications.
About Tata Communications
Tata Communications is a leading global communications technology company that powers today’s fast-growing digital economy.
In 2023, Tata Communications embarked on a journey to benchmark its service desk operations against international best practices by joining the SDI Service Desk Certification (SDC) programme.
With a diverse range of services, its core business is to offer seamless communication solutions that transcend geographical boundaries. The company is a leader in providing enterprise solutions, including network services, cloud computing, and collaboration tools, enabling businesses to thrive in the digital era.
Tata Communications plays a pivotal role in enhancing global connectivity through its extensive submarine and terrestrial networks, facilitating reliable and high-speed data transmission.
As a major player in the telecommunications industry, the company is committed to driving digital transformation for its clients, offering secure and scalable solutions for the evolving business landscape.
With a vision to achieve operational excellence and place customer satisfaction at the heart of its IT service management, Tata Communications is on a journey to world-class operations.
Joining SDC
Tata joined the SDI Service Desk Certification (SDC) programme in 2023, aiming to
“benchmark our service desk operations against international best practices and continuously enhance our service quality. Our goal was to drive operational excellence, improve customer satisfaction, and align our processes with industry standards.”
The main strategic goals from joining SDI’s Service Desk Certification programme were:
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Improving First Call Resolution (FCR) Rates
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Boosting Customer Satisfaction (CSAT) and Experience
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Increasing Automation and Efficiency
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Streamlining IT Service Management (ITSM)
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Enhancing SLA Performance
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Fostering a Customer-First Culture
Key Challenges and Solutions
Key challenges and how they were successfully addressed include:
1. Resistance to Change
- Challenge: Resistance from staff to adopt new processes, tools, and workflows introduced through the SDC programme.
- Solution: Tata Communications implemented a comprehensive change management strategy, focusing on transparent communication, training and active engagement. Success stories were shared to highlight the benefits, and employees were included in discussions to foster a culture of acceptance and adaptability.
2. Integration of New Technologies
- Challenge: Integrating advanced automation, AI tools, and new software solutions into existing systems posed technical complexities.
- Solution: A phased implementation approach was adopted to ensure gradual technology integration. Close collaboration with vendors and stakeholders, coupled with thorough testing and validation at each stage, ensured smooth transitions and minimised disruptions.
3. Addressing Skill Gaps and Training Needs
- Challenge: The adoption of new tools and processes revealed skill gaps among service desk agents.
- Solution: Tata Communications invested in extensive training and upskilling programs to equip staff with the necessary skills to leverage new technologies effectively. Regular workshops, mentorship programs, and continuous learning sessions were conducted to support skill development.
4. Maintaining Service Quality During Transitions
- Challenge: Ensuring service quality was not compromised during the transition to new processes and tools.
- Solution: Strict monitoring of service levels was maintained during the transition phase, and any dips in quality were addressed promptly. Open communication channels with customers allowed for real-time feedback, ensuring continuous service excellence.
5. Balancing Automation with Human Touch
- Challenge: Finding the right balance between automation and maintaining a personal touch in customer interactions.
- Solution: Automation was designed to complement human agents, not replace them. Routine tasks were automated, allowing agents to focus on complex issues and provide personalised service, preserving the human element in customer interactions.
6. Encouraging Customer Adoption of Self-Service Tools
- Challenge: Driving customer adoption of self-service options instead of relying solely on agent support.
- Solution: The company promoted the benefits of self-service through targeted communications, user-friendly design, and ongoing education. Customer feedback was integrated to enhance self-service offerings based on user preferences and needs.
7. Managing Increased Ticket Volumes
- Challenge: An initial surge in ticket volume occurred as customers became more aware of available support options.
- Solution: Proactive management of this increase involved refining ticket triaging processes and ensuring adequate staffing levels during peak times. Monitoring ticket trends enabled identification of areas where self-service could alleviate demand further.
8. Sustaining Momentum for Continuous Improvement
- Challenge: Preventing stagnation and maintaining a focus on continuous improvement after initial successes.
- Solution: A framework for ongoing performance reviews, regular feedback loops, and iterative improvements was established. Participation in industry best practices and feedback sessions ensured that the service desk remained agile and innovative.
9. Facilitating Cross-Department Collaboration
- Challenge: Promoting collaboration between different departments to resolve complex issues effectively.
- Solution: Cross-functional collaboration was encouraged through the implementation of collaboration tools and processes. Regular meetings and joint problem-solving sessions between service desk agents and other teams, such as technical support and product development, enhanced teamwork and knowledge sharing.
These solutions have enabled Tata Communications to successfully navigate the bridge of beginning the SDC programme and emerge stronger, with an enhanced service desk that delivers consistent, high-quality support to its customers.
“Working with SDI has been highly constructive and motivating. Their guidance, frameworks, and assessments provided us with actionable insights that helped us refine our processes. The collaborative approach and expertise of the SDI team made the certification journey smooth and valuable.”
Benefits and Effects of SDC on Service Desk Team and Wider Organisation
SDI’s SDC has instilled a culture of continuous improvement within our service desk team. It has enhanced team morale by recognising our commitment to excellence and empowered our staff with clear processes and performance metrics. For the wider organisation, it has reinforced confidence in our service support capabilities and strengthened our customer relationships.
These are some of the key benefits experienced by the service desk and wider organisation from the SDC programme:
1. Enhanced Customer Satisfaction
The SDC program significantly elevates customer satisfaction by streamlining processes, reducing response and resolution times, and fostering clear communication channels.
2. Increased Operational Efficiency
Through the integration of automation and optimised workflows, services can experience substantial improvements in efficiency, allowing teams to handle more tickets with fewer resources.
3. Proactive Issue Management
The programme’s emphasis on predictive analytics and proactive support enables organisations to identify and resolve potential issues before they escalate, reducing downtime and disruptions.
4. Stronger Team Engagement and Morale
The SDC programme fosters a culture of continuous improvement through training and professional development opportunities, empowering agents to perform at their best.
5. Data-Driven Decision Making
The use of advanced analytics tools offers actionable insights into performance metrics, customer feedback, and service trends. This enables organisations to make informed decisions and stay agile in a dynamic business environment.
6. Adaptability and Scalability
The SDC programme equips organisations with flexibility to scale operations as business need to grow and evolve, ensuring service quality is maintained.
7. Improved Cross-Department Collaboration
The program encourages seamless collaboration between service desk teams and other departments, improving issue resolution efficiency and fostering a collaborative work environment.
8. Comprehensive Support for Digital Transformation
The structured approach of the SDC program guides organisations through the transformation process, ensuring alignment with best practices and minimising risk during change management initiatives.
9. Cost Efficiency
Cost savings due to increased efficiency and reduced ticket volumes, led to optimisation of the man power making it a financially sound investment.
10. Alignment with Industry Best Practices
The programme adheres to industry standards such as ITIL, ensuring that organisations follow proven methodologies and frameworks.
Measurable outcomes and improved metrics since joining the SDC programme
1. Improved Customer Satisfaction (CSAT)
Benefit: One of the most impactful benefits has been the improvement in customer satisfaction scores, driven by faster response times, better communication, and more effective issue resolution.
Impact: Customers now experience shorter wait times, quicker resolutions, and more personalised support, leading to stronger relationships and a noticeable increase in CSAT scores.
2. Faster Response and Resolution Times
Benefit: The integration of automation tools and AI technologies has streamlined service desk processes, allowing for quicker response and resolution of customer issues.
Impact: There has been a significant reduction in ticket handling times, enabling the team to resolve both simple and complex issues more efficiently, minimising downtime for customers.
3. Higher First Call Resolution (FCR)
Benefit: Enhanced knowledge management and continuous agent training have led to a higher rate of first call resolution, reducing the need for escalations.
Impact: This has decreased the number of unresolved tickets, reduced customer frustration, and improved the overall support experience.
4. Increased Operational Efficiency
Benefit: Automating repetitive tasks, improving workflows, and standardising processes have resulted in a more efficient service desk operation.
Impact: Agents are now able to handle more tickets in less time, reducing backlogs and ensuring smoother day-to-day operations.
5. Proactive Issue Management
Benefit: The implementation of predictive tools has allowed the service desk to proactively manage issues before they impact customers, rather than waiting for problems to be reported.
Impact: This proactive approach has reduced the number of critical incidents and service disruptions, enhancing service reliability and customer satisfaction.
6. Enhanced Self-Service Options
Benefit: Expansion of self-service portals and tools has empowered customers to resolve common issues independently, without the need for direct service desk support.
Impact: This has reduced the number of incoming tickets, freeing up resources and allowing agents to focus on complex, high-priority issues, ultimately improving agent productivity and satisfaction.
7. Better SLA Performance
Benefit: Improvements in process efficiency, automation, and agent training have led to better compliance with Service Level Agreements (SLAs).
Impact: Tata Communications has seen a reduction in SLA breaches, ensuring consistent delivery on customer commitments, fostering trust, and supporting better contract renewals.
8. Reduced Ticket Volume
Benefit: The automation of low-level queries and the availability of self-service options have contributed to a decrease in overall ticket volume handled by the service desk.
Impact: This reduction in ticket volume has alleviated pressure on service desk agents, enabling them to focus on more challenging and technical issues, resulting in higher agent satisfaction and reduced burnout.
9. Cost Efficiency
Benefit: The combination of automation, improved workflows, and better resource allocation has led to substantial cost savings.
Impact: By reducing manual workloads and optimising resource utilisation, the service desk has become more cost-efficient, allowing Tata Communications to improve profitability while maintaining high service standards.
Overall, the SDI Certification has been instrumental in driving positive transformations in service desk operations at Tata Communications. It has enhanced customer satisfaction, improved operational efficiency, and positioned the company to deliver exceptional support services to its global clientele.
The Meaningful Impact and Value
Key achievements include:
- 60% reduction in customer portal tickets (FY 24–25)
- 20% reduction in incident tickets (FY 24–25)
- 17% increase in self-service adoption (41% → 58% in one year)
- AI-driven automation delivering faster response and resolution
- Significant improvements in First Call Resolution (FCR), Customer Satisfaction (CSAT), and SLA compliance
“Customer satisfaction has noticeably improved – shorter wait times, faster resolutions and more personalised support have all strengthened relationships and boosted confidence in our service.”
“Beyond metrics, the programme has helped us build a more resilient and adaptive service desk capable of supporting digital transformation initiatives. We’ve also leveraged insights gained to implement AI-driven chatbots and proactive monitoring, further enhancing service delivery.”
“The SDI programme has empowered our service desk team with clear processes, better tools, and a strong sense of purpose. Morale is higher than ever, and our customers are the real winners.”
Conclusion
The SDI Service Desk Certification has enabled Tata Communications to evolve its service desk into a resilient, customer-first, and future-ready function. With reduced ticket volumes, improved customer satisfaction, and significant cost efficiencies, the organisation has not only enhanced its operational performance but also reinforced its commitment to service excellence.
This achievement demonstrates the powerful impact of combining people, process, and technology with a globally recognised framework for continuous improvement. Tata Communications now stands as a benchmark for service desk innovation, efficiency, and customer-centricity — driving tangible value for both the business and its customers.
“The SDI Service Desk Certification stands as a testament to Tata Communications’ unwavering commitment to service excellence. It highlights our strategic focus on customer-centricity, operational rigor, and innovation. This achievement not only benefits our customers through superior service but also inspires our teams to strive for continual growth and excellence in a rapidly evolving digital landscape.”
With thanks to Gopi Krishna, Global Operations-IT & Solutions, Tata Communications.
