Service Desk Professional Standards

The Service Desk Institute produces internationally recognised standards for service desk and IT support professionals which set out clear definitions for the key service desk roles of Service Desk Analyst and Service Desk Manager.

These internationally recognised standards form the basis of SDI’s Service Desk Manager (SDM) and Service Desk Analyst (SDA) training courses and exams, managed by Peoplecert. Both courses lead to service desk qualifications that are recognised worldwide.


Download your own copy of the standards here:


close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.