Best Practice Standards
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SDI sets the best practice standards that all service desks across the globe should strive to meet. 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's best practice standards - for both serivce desks and for IT service professionals - are here to facilitate that process.
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. These standards offer a clear and measurable set of benchmark 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 has also created professional standards for service desk and IT support which 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 courses and exams, leading to service desk qualifications that are recognised worldwide.
Download the Professional Standards below.
