Service Desk Certification
Questions About Certification
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Service Desk Certification (SDC)
IT Service Management Certification That Transforms Your Service Desk
In today’s fast-paced digital environments, your Service Desk isn’t just a support function, it’s a critical part of business continuity, customer satisfaction, and operational efficiency. That’s why more IT leaders are turning to Service Desk Certification from SDI: The globally recognised benchmark for IT service management (ITSM) excellence.
Designed around the Global Best Practice Standard for Service Desk, our Certification process helps you assess, improve, and showcase your support team’s capability—driving real results that matter to your business, your customers and your people.
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.
Build Confidence, Prove Value and Lead with Best Practice
Discover real SDC stories
Benefits: Why IT Leaders Choose SDI Certification
Independent ITSM Audit and Maturity Assessment
Gain a clear view of how your service desk performs against global benchmarks. Our detailed ITSM audit identifies where you’re strong, where improvement is needed and how you compare across the industry. You’ll walk away with an actionable roadmap tailored to your support environment.
Boost ROI and Demonstrate Measurable Value
This isn’t just a badge—it’s a business case. Certification helps reduce escalations, improve first contact resolution enhance the overall efficiency of your IT support team and so much more. The result? Lower operating costs, better service desk metrics and a stronger return on your IT support investment.
Improve Service Desk Performance and Team Morale
Aligned around a common standard, your team will work with greater clarity and confidence. Certification strengthens internal collaboration, develops leadership and gives analysts and technicians a renewed sense of purpose and pride.
Establish Trust with Stakeholders
Whether you’re reporting to the CIO, engaging end-users, or responding to audits, SDI Certification provides independent proof of your Service Desk’s professionalism and strategic value. It builds long-term credibility both inside and outside your organisation.
Talk to us!
Use this form to contact us with any questions about Service Desk Certification (SDC) , or any current challenges you are facing. Use the Dropdown labelled ‘Nature of Enquiry’ and choose ‘Service Desk Certification’ (or the most appropriate option depending on your query) as well as typing a message so we can direct and answer your enquiry more efficiently.
SDI’s mission is to support and inspire service desk and support teams to be even more brilliant. Get in touch today and see what we could achieve together!
About You
Steps To Becoming Certified
A Proven Path to IT Support Excellence
Our Service Desk Certification process is structured, supportive and outcome-focused:
Step 1: Service Desk Assessment
A two day evaluation to benchmark your Service Desk maturity. You’ll receive a custom improvement plan and recommendations based on the latest IT Service Desk best practices.
Step 2: Certification Audit
A four day in-depth review by an SDI auditor, including team interviews, process reviews and performance analysis. The outcome is a verified maturity level and a star rating, aligned with your progress toward continuous improvement.
Step 3: Ongoing Surveillance
Maintain momentum and drive long-term value through annual check-ins that support continuous service improvement and help align with evolving business needs.
“Since working with SDI, we’ve improved our response times, enhanced customer engagement, and achieved measurable service improvements.” — University of Leeds
“We reduced incidents by 35% and increased same-day resolution to over 70%.” — Central Technology
Certification drives results that matter—not just on paper, but in everyday operations, customer satisfaction and team performance.
See the Results for Yourself ➡️
Book a call with an SDI expert to explore how Certification can help your Service deliver greater value, measurable results and a stronger reputation—inside and outside IT.
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Bringing Success To Our Customers
View all work
Leading Design-Build Contractors Power Design Inc achieve 4 star Certification
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CGIs 12 Years of Excellence with SDI’s 5-Star Certification
Learn MoreReady to Improve IT Support ROI and Performance?
SDI Service Desk Certification is more than an assessment—it’s a catalyst for high-performance, strategic alignment, and service excellence.
If you’re an IT Manager, Service Desk Leader, or ITSM professional looking to:
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Validate your service quality
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Reduce costs and increase operational efficiency
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Drive consistent performance improvement
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Boost your team’s motivation and development
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Align with global IT service management standards
Then it’s time to take the next step. Get in touch to explore how Certification can help your Service Desk deliver greater value, measurable results and a stronger reputation—inside and outside IT.
About You
Useful Resources
Service Desk Essential Handbook
This service desk handbook is your essential guide to a brilliant service desk, according to the latest Global Best Practice. It lays out the description and maturity level...
Read MoreWhat Our Members Say About Us
Our interactions with SDI have been brilliant. The people have been incredibly supportive and helpful and the content we have been exposed to has been invaluable in our continued growth, expansion and improvement.
JOSHUA NELSON Power Design Inc
Many thanks for the boost of confidence this SDI training has given me and for all the helpful tips and information. It was really refreshing to be guided by someone who has a clear passion in delivering great service and who also has lots of experience in helping others to do so. SDM Training Course.
DAN UPTON Plymouth University
Being a member of SDI has provided us the tools to improve our service, raise our profile, demonstrate our value and connect the IT Service Desk to work closer to the rest of IT and the University. Our customers have witnessed improved response times, communications, customer engagement and, ultimately, improved customer satisfaction.
ANTONIA JONES University of Leeds
We now have a clear direction and strategy for continual improvement
ANNA LISTER RPMI
The resources and community available are invaluable. These contributed to us achieving a same day resolution monthly average of over 70% and seeing a drop in incidents of over 34.71%
ROBERT LONGDEN Central Technology
The course itself was very informative – I am now able to be better in my role and deal with customers far more efficiently. I loved the course, and the material and trainer were amazing. SDA Training Course.
DEBRA HELEN SMITH NHS Ayrshire & Arran
We were keen to join the community that promotes best practice standards, allowing us to improve both individually and as a team, whilst consistently developing the service we provide to our clients.