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 the best practice guidance and benchmarks needed to deliver outstanding support.
The SDA standard is periodically updated to reflect changes and trends in the industry, helping service desk professionals support organisations on their digital transformation journeys.
Why the SDA Professional Standard Matters
The SDA Professional Standard sets out a clear, practical framework for service desk analysts. It:
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Reflects the latest trends in IT service and support, digital transformation, and customer experience
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Expands on earlier versions to include new competencies, ensuring service desk analysts are equipped to support today’s business strategies
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Aligns with ITIL® 4, enabling integration with wider IT service management practices
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Defines a complete competency model for the delivery and operation of modern, tech-enabled IT services
This makes it the most relevant and practical standard for service desk analysts and IT support professionals today.
