SDI and ITIL®
The increasingly wide spread adoption of ITIL® has raised the profile of the Service Desk. It has also highlighted the need for integration of all teams and processes across a successful IT organisation.
ITIL® v3 has defined some new roles, including Service Desk Analyst and Service Desk Manager, which are consistent with SDI qualifications. There are also a number of useful developments and definitions within ITIL v3 that focus on strategy, however, these need to be clearly defined in practical and tangible terms. SDI services do just that and have been designed to fill a number of the gaps in ITIL® v3.
SDI's resources and products do not compete or overlap with ITIL®; they are designed to be complementary to, and consistent with it.
Designed to facilitate the development of practical and ‘hands-on' skills for service desk and ITSM professionals, SDI services enable them to meet the real operational challenges they face head on. SDI is an excellent and valuable complement to an organisation's Continual Service Improvement Process, whether or not this uses the ITIL® framework.
