How Ulster University strengthened service management, improved collaboration and increased customer satisfaction from 87.5% to 97.3%. Supporting approximately 3,100 staff and 38,000 students across a multi-campus university environment that brings significant demands for IT support. Ulster University’s ICT Customer Experience department has used Service Desk Certification as a framework to strengthen its service, bring teams together and create a moreContinue reading “From Two Stars to Four: Ulster University’s Service Desk Certification Journey”
Work Type Archives
SDC Journey Update: How Railpen Continues to Build on Success
Over the past five years, the Railpen team has continued to build on each assessment, using independent feedback to strengthen its service, introduce new ways of working and continually improve the experience it delivers to customers. Each surveillance audit has marked another step forward, reinforcing the team’s long-term commitment to continual service improvement. 🔗 Download SDC Case Study- Railpen Continue reading “SDC Journey Update: How Railpen Continues to Build on Success”
SDC Journey Update: Runshaw College’s Journey to World Class
Every Service Desk Certification journey is different. For Runshaw College, it has been a journey built on continual improvement, learning, and never standing still. Since first joining the Service Desk Certification programme in 2022, the team has used every assessment as an opportunity to improve how they work, support their customers and demonstrate the value IT brings to the widerContinue reading “SDC Journey Update: Runshaw College’s Journey to World Class”
How Service Desk Certification Helped Pilgrim’s Europe Drive Measurable Business Results
Read how the Pilgrim’s Europe team reflects on their Service Desk Certification journey, from overcoming challenges to achieving measurable improvements. About Pilgrim’s Europe We operate a service desk team of 15 colleagues, supporting approximately 5,500 connected users across 66 sites. These sites span a diverse range of environments, including feed mills, hatcheries, factories, data centres, and corporate offices. On average,Continue reading “How Service Desk Certification Helped Pilgrim’s Europe Drive Measurable Business Results”
King’s Service Centre Continual Improvement Story
About King’s Service Centre (KSC) Since 2015, KSC has been delivering professional services support for King’s College London from its base in Cornwall. From this strategically located centre, a team of 288 colleagues provide technical and operational support to more than 50,000 students and staff across the King’s community, ensuring the resilience, stability, and continuous improvement of critical digital services.Continue reading “King’s Service Centre Continual Improvement Story”
Tata Communications – Driving Service Excellence through SDI Service Desk Certification
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 “Tata Communications – Driving Service Excellence through SDI Service Desk Certification”
Service Desk Certification Case Study: Rider Levett Bucknall (RLB UK)
Transforming IT Support into a Strategic Business Driver How RLB Achieved 92%+ Customer Satisfaction and Three-Star Service Desk Certification At a Glance Organisation: Rider Levett Bucknall (RLB UK) Industry: Construction & Property Consultancy Service Desk Size: 7-person team Coverage: 21 offices (UK & EU) Monthly Volume: 425 incidents | 360 service requests Customer Satisfaction: 92%+ Outcome: Three-Star Service DeskContinue reading “Service Desk Certification Case Study: Rider Levett Bucknall (RLB UK)”
Digital Health and Care Wales: Confidence, Stability & Credibility
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 “Digital Health and Care Wales: Confidence, Stability & Credibility”
Runshaw College-The First Educational Organisation to achieve 5 Star ‘World Class’ Certification
SDI Service Desk Certification (SDC) is the only industry standard based accreditation designed to assess and certify Service Desk quality. Achieving Certification requires auditing against the Global Best Practice Standard, evaluating performance across key operational areas. SDI’s expert auditors verify compliance, awarding one of four statuses: Reactive, Proactive, Customer-led, or Business-led. To achieve ‘World-Class 5 Star’ status organisations must haveContinue reading “Runshaw College-The First Educational Organisation to achieve 5 Star ‘World Class’ Certification”
From Frustration to 3-Star: How The Christie NHS Rebuilt Their Service Desk
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”