About SDI
The Service Desk Institute is the leading professional organisation for everyone working in the IT service and support industry.
Dedicated to setting the standards for the industry, SDI delivers knowledge and career enhancing skills for IT service professionals and enables you to deliver exceptional results for you organisation.
It's about People
With ITIL® and a number of other standards and methodologies we have become obsessed with ‘process', often to the exclusion of all else. ITIL® v3 now includes a more strategic lifecycle approach, however there is still little information available on the key element in delivering excellent service - people.
People deliver processes. People operate in roles. People have responsibilities. Without people there would be no processes and it is people that are required to understand the roles and responsibilities required to deliver processes and services. Many ITSM processes could also be defined as responsibilities and it is therefore vital that people understand the key elements required in terms of approach, skills, tasks and attributes, to carry out service delivery.
The SDI approach is to focus on delivering services to people, who can then deliver better quality to their customers in their roles and jobs.
SDI provides practical and vocational training to Service Desk staff and managers on the skills on knowledge required to run successful Service Desks. We also provide a number of other training courses and learning sessions, including simulation games, workshops and individual coaching, to help ITSM professionals improve their skills and knowledge.
The SDI Service Desk Definition
Service Desk n.
- resolves 60% or more of incoming incidents and requests without any escalation
- improves customer satisfaction significantly, when first level resolution is at 50% or more
- reduces costs and time to fix incidents
- keeps businesses running efficiently
