Do you want an independent evaluation of your service desk? Would you like to prove the value of the service desk to your business? Or would you benefit from a tailored report outlining the risk factors and key developments needed to make your service desk successful?


SDI delivers a two day service desk assessment which provides you with a benchmark for your service desk operations. This is the preliminary assessment which is conducted as part of the Service Desk Certification programme, but it can also be delivered as a service in itself to give you objective feedback on your service desks’ maturity level that you can use either to work towards Service Desk Certification or as a service improvement plan in its own right.

This assessment measures the maturity of your service desk against the globally recognised SDI Standard to give you a fair and independent evaluation of your service desk operations.

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.

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 centred on the nine concepts in the SDI 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

What else do I need to know?

The assessment is designed to provide an organisation with a baseline of its current operation measured against each of the nine SDI Standard performance criteria, which will determine its readiness for the full audit that leads to service desk certification. 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 and will not provide the service desk with a star rating or Certified status.

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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