Training & Development - Service Desk Institute

SDI is in a unique position as creator of the globally recognized service desk Professional Standards and partnering with PeopleCert to offer qualifications for service desk professionals. SDI’s Professional Standards are frequently reviewed by an international committee of industry experts, top service management professionals and specialist ITSM practitioners so that our qualifications, training courses and learning workshops are based on the most recent, industry-leading best practice. Download The SDI Training & Development Brochure.

Every SDI training course is available for delivery in-house and can be made bespoke to you and your team’s needs. Talk to us about your requirements using live chat, send an enquiry, call +44 (0)1689 889 100 or email us at [email protected].

“Many thanks for the boost of confidence this 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.“

"The Service Desk Institute is a globally recognised organisation, advocating the highest levels of performance and service within our industry."

"The best training course I have ever been on! Extremely insightful and informative. If you're looking to get into management, this course is for you!"

"The overall experience was fantastic, the instructor was very engaging and had a wealth of knowledge from personal experience."

"The best part was spending the better part of a week with other Service Desk Managers from different industries, each with their own tricks, tips, challenges, and solutions. The course content and delivery was great, and real value came from the exposure to other people doing my role"

"So engaging and motivating, I've come away much more confident. Great course and great trainer!"

“I thoroughly enjoyed the experience and found the course very informative. As well as learning the standards, it gave me more confidence in my role. It was great to meet other people from different areas and discuss different ideas and opinions. I feel that I am more in tune with what my analysts do and how they do it, helping us work together.“

“Anyone who manages a Service Desk, or is looking to move into the management should take the course. Having been a manager for quite a few years there was still a lot to learn. It gives confidence to make a positive change and help the team to achieve. It will give you the knowledge to find out how the service desk is performing in the business, inspire to make changes and building upon the foundations that have already been set, and confidence to develop, enhance and better the team as a whole!“

"The training was very thought provoking and demonstrated an in depth insight into how we make customers happy."

"Loved the virtual course delivery. Hadn't used this before and was impressed with the functionality available and used within the course - breakout rooms/whiteboards/polling options etc. Susan was fabulous at keeping us on track and also in her training delivery. She made the content relevant and interesting."

"I have learnt many new ways to effectively manage the team. One of the key skills for me was how to motivate the team, especially during these times."

The course content was excellent and not too rushed. Including things like break out rooms offered variation to the written content and enabled us to virtually meet others on the course. Overall I feel well-placed to succeed, thanks to the excellent tuition."

“A wonderful passionate and enthusiastic execution of the course. I will implement much of what I’ve learnt and use it to encourage my team”

“All the content was very detailed & relevant - it was made easy with interactive elements.”

“The course had a good balance of information that showed what is needed to be done to deliver self service & self help. We were encouraged to interact so we could learn from each other.”

"The course was well delivered by Stuart who is extremely knowledgeable, you can tell he has not just learnt this subject but actually lived and breathed it in real business situations. I really benefitted from his insights and experiences."

"Our trainer Susan Storey was a fantastic teacher and very helpful and knowledgeable. I would definitely like to attend more training delivered by Susan as her delivery style was so articulate, informed and supportive and she is a credit to the Service Desk Institute's training team. Well done!"

"It's been a great learning experience for a person who is new to this role. This course gives a fantastic overview of the Service Desk Industry and the roles/responsibilities associated with SDA. The learning from this course will really help me perform the role better. Thanks SDI!"

“I was avoiding doing the course virtually since I was afraid it might not be that feasible. Well, I am super glad I decided to go ahead, I can’t imagine it could have been delivered any better in person!”

"I remember and take advantage of the training every day. I’m using the communication skills to manage conversations better, not only in my workplace but also my personal life. Knowing how to deal with difficult or even aggressive people is so vital and yet so many people end up escalating situations, rather than deescalating with the skills that the SDA course gives."

"I've gained a better understanding of creating and delivering an excellent service desk and the things I need to put in place to do this as the Service Desk Manager. Ken (our trainer) was very knowledgeable and made the training fun and interactive! I also got to meet many other Service Desk Managers, thus creating a new network."

Training For Developing A Top Performing Team Of Service Desk & Support Professionals

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