International Standards
The performance of a service desk is an indicator of the overall health of an organisation's IT. As well as being a key business function, the service desk enables organisations to thrive. SDI has, therefore, set the standards that all service desks should strive to meet.
An international committee comprising industry experts, service management professionals and practitioners review our Standards every 3 years to ensure that they align with the needs and demands of the industy. In March 2008 we upated and refreshed our individual standards ensuring that they are consistent with and complement ITIL® V3.
The SDI Service Desk Definition
Service Desk
- 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
The SDI Service Desk Certification Standard
Based on the EFQM model, the globally recognised SDI Service Desk Certification standard is the only best practice standard available. SDI provides a clear and measurable set of standards for your Service Desk operation, many of which are not included in ITIL or ISO/IEC 20000. The nine standards in the excellence model are:
• Leadership
• People
• Policy & Strategy
• Resources
• Process
• People Results
• Customer Results
• Society Results
• Key Performance Results
View the Service Desk Certification Standards here
The SDI Professional Standards
SDI individual standards for service desk and IT support professionals set out clear definitions for the key service desk roles of Service Desk Analyst and Service Desk Manager.
These internationally recognised standards provide the basis of all SDI training courseware and exams, leading to qualifications that are recognised worldwide.
View the SDI Professional Standards here
