Do you want an independent evaluation of your service desk?
Would you like to prove the value of the service desk to your business?


SDI delivers a two day Service Desk Assessment which provides you with a benchmark of your current service performance. This is the preliminary assessment which is conducted as part of the Service Desk Certification programme, but it can now also be delivered as a service in itself. This assessment can be used to work towards Certification, or to provide you with objective feedback on your service maturity level and as a service improvement guide.

The Assessment measures the maturity of your service desk against the Global Best Practice Standard for Service Desk, to give you a fair and independent evaluation of your service delivery.

Following the assessment you will be provided with a current evaluation of your service desk’s strengths and weaknesses, plus a tailored report on key areas for development. Use the evaluation of your strengths to prove the value of your service to your customers and the wider business. Use the personalised road map for improvement to address key areas for development and transform your service!

How will my service desk be assessed?

Carried out by an SDI accredited auditor, the Assessment comprises a series of interviews and observations with the service desk team and key stakeholders including customers. The questions asked will be centered on the nine concepts in the Best Practice Standard:
• Leadership
• Policy and Strategy
• People Management
• Resources
• Processes and Procedures
• Managing Employee Satisfaction
• Managing the Customer Experience
• Management Information and Performance Results
• Social Responsibility


Book your Service Desk Assessment online:

What else do I need to know?

The Assessment is designed to provide an organisation with a baseline of its current service operation measured against each of the nine concepts from the SDI Best Practice Standard. The Assessment helps an organisation to identify areas for improvement to existing operations and highlights the possible risk factors that need addressing. It is important to understand that the Service Desk Assessment alone is not a substitute for a complete and thorough full Certification Audit (from the Service Desk Certification programme) and does not provide the service desk with a star rating or Certified status. See Terms of Service for booking the Assessment online.

Secure an Assessment for your organisation:

Talk to us!

To find out more about the SDI Service Desk Assessment and how it can benefit your organisation, enter your details in the form on this page and one of our friendly advisors will be in touch soon!


Go to: Service Desk Certification Success Stories


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