Service Desk Manager Professional Standard v9
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Discover the Best Practice Standard for Service Desk Managers
Service Desk Institute (SDI), in collaboration with PeopleCert – a global leader in the examination and certification industry – has developed and updated the Service Desk Manager (SDM) Professional Standard.
Aligned with ITIL® and modern IT service practices, this standard establishes the blueprint for successful service desk management, equipping leaders with the best practice guidance needed to deliver outstanding support.
Download your free copy to use as a reference guide in your service desk role, when designing or recruiting for a service desk manager position, or to help you prepare for the Service Desk Manager qualification training course.
Download the SDM Professional Standard
Why the Standard matters
The Service Desk Manager Professional Standard sets out a clear, practical framework for service desk managers. It:
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Reflects the latest trends in IT service management, digital transformation, and customer experience.
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Expands on earlier versions to include new competencies, ensuring service desk managers are equipped to support today’s business strategies.
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Aligns with ITIL® (version 5), enabling integration with wider IT service management approaches.
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Defines a complete competency model for the delivery and operation of modern, tech-enabled IT services.
This makes it the most relevant and practical standard for service desk leadership today.
Service Desk Manager certification