What is Service Desk Certification?

SDI’s Service Desk Certification (SDC) programme is the only industry, standards based accreditation programme designed specifically to certify service desk quality.  The globally recognised best practice Service Desk Standard, provides a set of clear and measurable benchmarks for service desk operation; 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 SDI Service Desk 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 three levels:

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.

What are the steps to becoming Certified?

Step 1 – Assessment

A preliminary two day assessment of your service desk provides you with a benchmark for each of the nine certification performance criteria.  Specific groups of people are interviewed to obtain a consensus understanding on how the service desk conforms to the SDI Standard. This essential assessment stage highlights key areas for development and provides an opportunity to make improvements before completing the full audit. The two day assessment can also be delivered as a service in itself but will only give you a benchmark for your current performance and does not credit you with a star rating.

Step 2 – Certification Audit

The audit is a full review of your entire service desk operation using interviews, desk-side observations and a review of your service level metrics. Evidence based material is required prior to the audit to confirm the service desk conforms to the SDI Standard. During the four day audit, the SDI auditor will ask over three hundred comprehensive questions in order to assess your service desk’s maturity rating. If you are rated at a proactive level or above you will be awarded Service Desk Certification.

Presentation of your certification award is a real moment for celebration and a great opportunity to encourage the whole of your IT service operation, and senior management, to share in your achievement and success.

Step 3 – Surveillance Audits

Once you have achieved certification, the programme doesn’t stop there! The certification audit will provide your service desk with a roadmap for continual service improvement.  In order to ensure you deliver sustainable service desk excellence, the SDC programme comprises two follow-up surveillance audits.  Your service desk will be assessed on whether the certification audit score has improved, stayed the same or has fallen.

Your route to Certification

Complete our free Online Assessment as a self-evaluation to get an indicative maturity rating and establish whether you are ready for Certification.
Speak to one of our friendly advisers on +44 (0)1689 889100 or use the form on this page to get in touch and find out more about SDC and what it can do for you!

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