What is Service Desk Certification?

SDI’s Service Desk Certification (SDC) programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality.  The Global Best Practice Standard for Service Desk provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL or ISO/IEC 20000.
To achieve Certification, the maturity level of your service and support operation is audited against the Best Practice Standard. SDI’s experienced auditors will assess your compliance with the Standard and verify the level your service is operating at to award a reactive, proactive, customer-led or business-led status.

What are the benefits of Service Desk Certification?

Service Desk Certification is designed to benefit you and your organisation on many levels, particularly the following:
1. Driver of continual improvement
By allowing your organisation to formally assess the capability of your IT service and support function through our thorough auditing process you are able to identify areas and methods for improvement. The audit poses a series of questions around the 9 criteria of the standard and builds a picture of your organisation. It challenges you to look afresh at your IT service operation, examining what you deliver and how.
2. Skills development tool
Certification allows individuals and teams to explore and acquire new skills, thus building their capacity for delivering service excellence. The programme provides advice and guidance, at every assessment stage, on a whole range of tools and techniques that can be used to deliver exceptional IT support. In this way, both individuals and teams can learn new skills and gain greater understanding of how they can be used to build a truly excellent service desk.
3. Independent validation and certification
Organisations who seek formal accreditation against the service desk standard via service desk certification are able to demonstrate their competence, identify key areas for improvement and celebrate their success. Those organisations successfully assessed are formally certified, presented with an SDI Certification Award and encouraged to display the SDI Certified Service Desk logo as recognition of excellence and achievement.

Questions about Certification?

Use the form on this page to ask us anything about Service Desk Certification (SDC). Or contact one of our friendly advisers on +44 (0)1689 889100 to discuss whether Certification is right for your service desk.

Service Desk Certification Enquiry

  • This field is for validation purposes and should be left unchanged.

Certified Service Desks

Organisations who have achieved Service Desk Certification:

World Class:

Business Led:

Customer Led:


Certification Pending:

Free online SDC Taster

Benchmark your service against the Global Best Practice Standard for Service Desk with this online performance assessment
close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.