Do you want to gain a service desk qualification without the added expense of travel? This could be the answer you’re looking for.


SDI’s virtual training portal gives you a live and fully interactive instructor-led training course with other delegates from the comfort of your home or office.

Upcoming Virtual Courses

23 – 24 January 2019 – Senior Analyst to Team Leader

25 January 2019 – Customer Satisfaction Surveys

01 March 2019 – Service Level Management

24 – 26 April 2019 – Service Desk Analyst

02 – 03 May 2019 – Senior Analyst to Team Leader


These courses can also be delivered in-house: please call 01689 889 100 for more details

About SDI Live:

SDI’s live online virtual training is a fully interactive, instructor led training experience. It is hosted through SDI’s online Adobe ConnectPro training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by Susan Storey, IITT Certified On Line Facilitator and experienced service desk and ITIL practitioner, in short 60-90 minute sessions over one, three or four full working days. Susan guides delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools to make the most of the course.

Course preparation

Prior to attending the online course, delegates are sent a full training course manual and hand-out pack containing the SDI standards that relate to the course so that delegates have a common minimum level of knowledge. These materials are all used during the course too. In addition delegates are also given details of the virtual room, to test their setup before the training begins.

The SDA/SDM qualifications

You will be provided with a voucher for the qualification exam which you can take at a time and online through APMG. APMG International contact candidates directly via email with details about how to book an exam.

Course requirements
Every delegate will need:

  • Microsoft Windows based PC with broadband connection
  • Internet Explorer 6.x or 7.x
  • Browser with ActiveX controls and VBScript enabled
  • You may need administrative permission on the PC to allow the download of additional software (if required)
  • Headset or speaker for your telephone for comfort
  • Quiet place to work
  • Courseware and hand-outs from SDI

Delegates Say:


“I really enjoyed the virtual aspect of the course and the white board and chat sessions were a good feature”


“Virtual courses take away the travelling which was a real bonus”


Service Desk Analyst    |    Senior Analyst to Team Leader    |    Service Desk Manager    |    Customer Satisfaction Surveys

Download 2018/19 Course Calendar

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