About SDC SDI’s Service Desk Certification (SDC) programme is the only standards-based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations. To achieve Certification, the maturity level of a service and support operation is thoroughly audited against this Best Practice Standard. Continue reading “From Frustration to 3-Star: How The Christie NHS Rebuilt Their Service Desk”
Work Type Archives
Leveraging the Service Desk Assessment and the Role of Data in Enhancing CX
Leveraging the Service Desk Assessment, and the role of data in understanding and enhancing CX In 2024 the Housemark Service Desk Team completed SDI’s Service Desk Assessment the two day preliminary evaluation to the full global accreditation ‘Service Desk Certification (SDC)’ programme. Rob Cross, Customer Support Manager at Housemark explains their experience and journey to measure and enhance service delivery soContinue reading “Leveraging the Service Desk Assessment and the Role of Data in Enhancing CX”
King’s Service Centre Cornwall achieve 3 star ‘Customer-led’ Accreditation in their first audit
About SDC SDI’s Service Desk Certification (SDC) programme is the only industry-standard based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL® or ISO/IEC 20000. ToContinue reading “King’s Service Centre Cornwall achieve 3 star ‘Customer-led’ Accreditation in their first audit”
Midlands and Lancashire Commissioning Support Unit achieve Certification
About Midlands and Lancashire Commissioning Support Unit (MLCSU) The MLCSU Service Desk supports approximately 35,000 users across health and care, including some 24/7 services. Monthly, the team handle around 8,700 telephone contacts, 1000 live chat interactions and 600 chatbot inquiries. The team log about 5,550 incidents and 11,250 service requests monthly, with an average resolution time of just under two hours.Continue reading “Midlands and Lancashire Commissioning Support Unit achieve Certification”
Investment Management Company Railpen achieve Certification
Railpen formed in 1994 during the privatisation of the railway industry, when all members and assets in the former British Rail Pension Scheme were transferred over. For our Rail members, we’re responsible for the safekeeping and investment of about £37 billion in assets as well as the administration of a number of pension schemes, including the Railways Pension Scheme, which isContinue reading “Investment Management Company Railpen achieve Certification”
NHS Arden & Greater East Midlands achieve Certification
NHS Arden & GEM Service Desk have a team of around 100 staff, managing an NHS IT helpdesk across 5 Counties, supporting approx. 45,000 users. Arden & GEM have a strong background and passion for integrated working across the social care, voluntary, community and health sector. With an NHS pedigree and a portfolio of work underpinned by rigorous, industry-leading governance frameworksContinue reading “NHS Arden & Greater East Midlands achieve Certification”
Betsi Cadwaladr University Health Board achieves Certification
Betsi Cadwaladr University Health Board is the largest health organisation in Wales, supplying a full range of primary, community, mental health and acute hospital services for a population of approximately 750,000 people across the six counties of North Wales. The Health Board has a budget of £1.8 billion and a workforce of approximately 19,000. We have three main hospitals along withContinue reading “Betsi Cadwaladr University Health Board achieves Certification”
DVSA Achieve 4-Star Certification
DVSA is an executive agency of the UK Department of Transport (DfT). In June 2014, the Driving Standards Agency (DSA) and Vehicle and Operator Services Agency (VOSA) merged into a single agency, forming the DVSA, they employ just under 5000 staff. The Support Team proudly support DVSA’s commitment to ‘Keeping Britain’s roads moving safely and sustainably.’ In 2020 the DVSA supportContinue reading “DVSA Achieve 4-Star Certification”
Herefordshire and Worcestershire Health Care NHS Trust Achieve 2 Star Certification
Herefordshire and Worcestershire Health and Care NHS Trust are the lead provider of mental health, community and learning disability services across Herefordshire and Worcestershire.
Leading Design-Build Contractors Power Design Inc achieve 4 star Certification
Power Design Inc is an innovative Design-Build, Multi-Trade Contractor operating across the United States, working across multiple construction trades. The company’s dedicated IT department consists of 5 distinct areas of IT; Infrastructure & Operations, Field Technology, Software Engineering, IT Programs & Technology Experience. The commitment of these divisions, and the IT department is to provide exceptional service and experiences to customersContinue reading “Leading Design-Build Contractors Power Design Inc achieve 4 star Certification”