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The Service Desk Institute is delighted to recognise the Global IT Service Centre for achieving SDI World Class 5-Star certification for the third consecutive year.
Guided by its mission to create a world where technology does more and intrudes less, the team’s latest achievement is a clear reflection of that ambition in practice.
This year, the team has delivered its strongest performance to date, achieving an outstanding audit score of 3.97 out of 4 — its highest score across the three-year period.
Microland has continued to maintain excellent performance in service delivery, against a background of technical and business change,” said Barclay Rae, SDI’s Lead Auditor.
The independent SDI audit assessed the maturity, quality and effectiveness of the service desk across a comprehensive framework, including customer experience, operational excellence and continual improvement. The Global IT Service Centre achieved full scores in seven of the nine assessed areas, demonstrating the consistency, reliability and strength of the support provided across the firm.
Auditors also praised the trust between the team and its partners, noting that “the level of trust and openness in developing new ideas and ways of working across both companies continues to be seen as consistently positive.”
The team’s World Class principles were also recognised as a particular strength, with 100% scores for Success, Vision & Mission, People and Culture. The audit singled out the team’s people as “very impressive,” noting that they “demonstrate energy, creativity, capability, confidence,” while its culture was described as “open and developing.”
Summing up the result, the report concluded that the team had taken “a great approach to leading the industry,” underpinned by “consistency and quality and people focus.”
This achievement reflects far more than performance measures. It recognises the people, culture, service standards, collaboration and continuous improvement behind the experience delivered every day — helping users get the support they need quickly, confidently and consistently, so they can stay focused on their work and clients.
Congratulations to everyone involved in achieving and maintaining this exceptional standard.
Three consecutive years. Three World Class 5-Star certifications. Their highest score yet. ⭐⭐⭐⭐⭐
