Online Performance Assessment

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Online Performance Assessment

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What is Online Performance Assessment?

The Online Performance Assessment is a taster of the Service Desk Certification programme. It’s a useful starting point if you want a clearer picture of where your service desk stands today.

How do you know if this assessment is right for you?

You want to benchmark your service desk against SDI’s Global Best Practice Standard and understand your current maturity level.
You’re looking for improvement opportunities and want an initial indication of where your service desk is performing well and where more attention may be needed.
You’re considering Service Desk Certification and want to get a sense of your current position before taking the next step.
You need a starting point for internal conversations about service desk performance, priorities and future improvement.

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How It Works

Complete the online questionnaire to receive a ‘taster’ report of how the service provided by your service desk and wider IT support operation measures against the Global Best Practice Standard for Service Desk.

The questionnaire comprises 19 sample questions (the full Best Practice Standard comprises 138 criteria covering 9 concepts) and will take approximately 15 minutes to complete.

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Service Desk Assessment

SDI delivers a thorough 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 assessment which is conducted as part of the Service Desk Certification programme but it can now also be delivered as a service in itself. This assessment can be used to work towards Certification, or to provide you with objective feedback on your service maturity level and as a service improvement guide.

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Pre-Certification Workshop

The Pre-Certification Workshop will offer service desks the opportunity to grasp the SDC audit processes and understand how to best prepare for the Service Desk Assessment and entire Certification Journey.

This is a one day workshop which can also be tailored to any specific questions or concepts within the Global Best Practice Standard that you want to spend extra time on.

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FAQs

What is the Online Performance Assessment?

The Online Performance Assessment is a short, informal assessment designed to give you an indication of how your service desk and wider IT support operation measures against SDI’s Global Best Practice Standard for Service Desk. It acts as a taster of the Service Desk Certification programme and helps you get an initial view of your service desk’s performance and maturity.

Why should I complete a service desk performance assessment?

A service desk assessment can help you understand where your service is performing well and where there may be opportunities for improvement. The Online Performance Assessment gives you an initial benchmark against recognised service desk best practice, which can help you start conversations around service quality, maturity and future improvement priorities.

How long does the Online Performance Assessment take?

The assessment takes approximately 15 minutes to complete and includes 19 sample questions.

What does the Online Performance Assessment measure?

The assessment looks at your service desk and wider IT support operation against the 9 concepts of SDI’s Global Best Practice Standard for Service Desk. The full Standard contains 138 criteria. The online assessment uses 19 sample questions to provide an initial indication of your performance rather than a full formal assessment.

What will I receive after completing the assessment?

After completing the questionnaire, you’ll receive a taster report that provides an indication of the rating and maturity level your service desk might achieve across each of the 9 concepts within the Global Best Practice Standard.

Is the Online Performance Assessment a formal Service Desk Certification assessment?

No. The Online Performance Assessment is an informal taster and does not provide Service Desk Certification. It is designed to give you an initial indication of your current position. A formal Service Desk Assessment is a much more detailed evaluation against the Global Best Practice Standard.

What happens after I complete the Online Performance Assessment?

Your results can be used as a starting point for deciding what comes next. You may choose to explore areas for service improvement, undertake a more detailed Service Desk Assessment, attend a Pre-Certification Workshop, or find out more about working towards Service Desk Certification. There is no requirement to continue to Certification after completing the online assessment.

What is the difference between the Online Performance Assessment and a full Service Desk Assessment?

The Online Performance Assessment is a short online questionnaire containing 19 sample questions and takes approximately 15 minutes. SDI’s full Service Desk Assessment is a detailed two-day assessment that provides a more comprehensive benchmark of current service performance. It can be completed as part of the Service Desk Certification programme or as a standalone service to provide objective feedback and help guide service improvement.

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