Service Desk Assessment
Questions About Certification
Send us your questions about Service Desk Certification (SDC) and we will get back to you as soon as we can.
Overview of Service Desk Assessment
SDI Delivers A Two Day Service Desk Assessment Which Provides You With A Benchmark Of Your Current Service Performance. This Assessment Can Be Conducted Either On Site Or Virtually.
This is the preliminary step which is conducted as part of the Service Desk Certification programme but it can also be delivered as a separate service in itself. This Assessment can be used to work towards Certification and a SDI star rating, or to provide you with the foundations and starting point of your new bespoke service improvement plan.
The objective feedback you receive is based on official global best practice, and will be tailored to your organisation, so you can be confident the strategic roadmap provided will provide you maximum value. Your service maturity will measured against the ‘Global Best Practice Standard’ to provide a fair, current, independent evaluation of your service delivery.
Download SDC BrochureSDC Case Studies“I thoroughly enjoyed the two day assessment and so did everyone in attendance. While the report showed us that a large amount of work needed to be done, the positives also highlighted -gave us the energy to move forward. It felt like two days of consultancy rather than being assessed.”
Investment driver for the service desk and wider IT teams
Professional development opportunity for staff
Long term improvements and impact
Independent evaluation and verification of excellence
How It Works
The two day Assessment is led by an SDI Accredited auditor, over two full days. It comprises a series of discussions, questions and observations with your service team and key stakeholders including customers. The questions asked will be centred on concepts in the Best Practice Standard, such as:
- Leadership
- Policy and Strategy
- People Management
- Resources
- Managing Employee Satisfaction
- Managing the Customer Experience
- Management Information and Performance Results
- Corporate Social Responsibility
Companies Completed Service Desk Assessment
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Use this form to contact us with any questions about The Assessment ot 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.
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About You
Useful Information about the Assessment
The Assessment is designed to provide an organisation with a baseline of its current service operation measured against each of the nine concepts from SDI’s ‘Global Best Practice Standard’. It helps an organisation to identify areas for improvement to existing operations and highlights the possible risk factors that need addressing.
Following the Assessment you will receive an evaluation of your service’s strengths and weaknesses, with a tailored report on methods and areas for improvement.
Download Global Best Practice StandardUse the evaluation of your strengths to prove the value of your service to your customers and the wider business. Use the ‘weak’ areas to address areas for development and see your service grow as your team thrive and unleash their potential.
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.
Certified Organisations
Who Benefits and How
Benefits Beyond the Report
The value of the Assessment extends far beyond the two days of auditing. Teams often report that the process itself improves communication, raises awareness of best practice, and gives staff a stronger sense of purpose. Importantly, it also provides managers with independent evidence to demonstrate both achievements and areas requiring focus. This transparency builds trust with stakeholders across the business.
Tailored to Your Context
No two service desks are the same. That’s why each Assessment is customised to reflect your organisation’s unique environment, challenges, and goals. Whether you operate in education, government, healthcare, financial services, or the private sector, the outcome is always a practical roadmap aligned to your context and priorities.
From Assessment to Transformation
Many organisations use the Assessment as the foundation for a long-term transformation journey. By measuring maturity against the Standard at regular intervals, you can track progress, celebrate improvements, and keep your team motivated. For those who decide to move forward into full Certification, the groundwork laid by the Assessment ensures the journey is smoother and more rewarding.
Who Should Get Involved?
The Assessment isn’t just for service desk managers. It works best when senior leaders, IT stakeholders, and even end users contribute to the discussions. This provides a complete picture of the service desk’s strengths and challenges, ensuring the resulting roadmap is both realistic and business-aligned.