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 benchmarks needed to deliver outstanding support.
Why the SDM Professional Standard Matters
The SDM Professional Standard sets out a clear, practical framework for service desk managers. It:
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Reflects the latest trends in IT service management, digital transformation, and customer experience.
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Expands on earlier versions to include new competencies, ensuring service desk managers are equipped to support today’s business strategies.
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Aligns with ITIL® 4, enabling integration with wider IT service management approaches.
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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 leadership today.