Service Desk Manager (SDM) Professional Standard Service Desk Institute (SDI), in collaboration with PeopleCert—a global leader in the examination and certification industry—has developed and updated the Service Desk Manager (SDM) Professional Standard. Aligned with ITIL® 4 and modern IT service practices, this standard establishes the blueprint for successful service desk management, equipping leaders with the best practice guidance and benchmarksContinue reading “Service Desk Manager – Professional Standard”
Resource Type Archives
Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk
What if your Service Desk could be more than a support function? What if it could be recognised as a high-performing team that leads change, delights customers, and earns respect across the business? This is the story of how Domino’s built a high-performing, customer-obsessed Service Desk. A journey that the Domino’s Pizza team began when they joined SDI’s Service DeskContinue reading “Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk”
The Blueprint- SDI’s Global Best Practice Standard, Version 9.0
The Blueprint of SDI’s Latest Global Best Practice Standard for Service Desk (V9) Looking to take your service desk to the next level? This Blueprint of SDI’s Global Best Practice Standard is your starting point. Widely adopted around the world and recognised across the IT industry, the Best Practice Standard offers a detailed best practice model that examines every aspect ofContinue reading “The Blueprint- SDI’s Global Best Practice Standard, Version 9.0”
Digital Experience Mapping- The Secret Weapon for Service Desks
Digital Experience Mapping (DEM) is the practice of walking through every IT touchpoint from the user’s perspective to uncover hidden friction, confusing journeys, and gaps between service quality and user perception. By linking technical performance with real user emotions, DEM helps IT move beyond “meeting SLAs” to delivering services that feel easier, faster, and more valuable. The result is higherContinue reading “Digital Experience Mapping- The Secret Weapon for Service Desks”
The Global Best Practice Standard for Service Desk – Version 9
NEW Version 9.0 Available Now The Global Best Practice Standard for Service Desk is one of the most powerful tools available to support your continual improvement journey. Widely adopted around the world and recognised across the IT industry, the Standard offers a detailed best practice model that examines every aspect of service desk operations, including leadership, customer and employee experience,Continue reading “The Global Best Practice Standard for Service Desk – Version 9”
Service Desk Analyst – Professional Standard
Service Desk Analyst (SDA) Professional Standard Service Desk Institute (SDI), in collaboration with PeopleCert – a global leader in the examination and certification industry – has developed and updated the Service Desk Analyst (SDA) Professional Standard. Aligned with ITIL® 4 and modern IT service practices, this standard establishes the blueprint for high-quality IT support, equipping service desk analysts and teams with theContinue reading “Service Desk Analyst – Professional Standard”
The Global Best Practice Standard for Service Desk
Download V8 Global Best Practice Standard for Service Desk One of the best tools we offer that you can use to map your own improvement journey is the globally recognised Best Practice Standard. The Best Practice Standard is designed to look closely at all aspects of the service desk operation, including management, customer service, resources, tools, training, strategy and continualContinue reading “The Global Best Practice Standard for Service Desk”