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 Desk Certification (SDC) programme — and it changed everything. In this uplifting and highly practical webinar with Gregg Winkel, Platform Support Team Leader at Dominos, shares the real story of how their team moved from ambition to achievement. Tune in and you’ll learn:
🍕 Why they joined the SDC programme and what they hoped to accomplish
🍕 How they turned challenges into direction and focus
🍕 The impact on customer experience, team morale, and business recognition
🍕 How Certification gave the team a renewed sense of pride and purpose
This is a candid, inspiring look at the before, during, and after of service transformation. If you’re looking to boost team motivation, elevate performance, and finally get the recognition your team deserves — this is your moment.
For a ‘Deep-Pan’ Dive into Domino’s Return on Investment (ROI) from Service Desk Certification (SDC) Download this ROI Factsheet and see the incredible results this dedicated team have achieved!
(Excerpt taken from the ROI Factsheet)
Executive Summary
Domino’s joined the Service Desk Certification (SDC) programme in early 2024. Comparing 2023 (pre-cert) with 2024–2025 (post-cert), the desk has delivered:
- Cost per ticket down 93% From £68 to £5 (–93%, £63 less per ticket.)
- Incident resolution time cut 67% (from 12 hrs to 4 hrs.)
- Request resolution time cut by 50% (from 26 hrs to 13 hrs.)
- Breached tickets* reduced by 89% (from 18% to 2% ~9× fewer breaches.)
These gains accelerated year on year after SDC, 2024 showed strong improvement
and 2025 YTD advanced further across every measure.
*Breached tickets refer to incidents or tasks where the agreed-upon Service Level Agreement (SLA) has expired without the issue being resolved.
Background
This report analyses the Domino’s IT Support operations cost and performance outcomes using supplied data for 2023, 2024 and 2025 YTD across four KPIs; cost per ticket, incident resolution time, request resolution time and breach rate.
“Value created from SDC goes beyond metrics. It’s in the confidence of the team, the trust of our customers, and the credibility we’ve built across the business.“
Gregg Winkel, Platform Support Team Leader, Domino’s.
Download the full factsheet for the whole picture!
