Service Desk Certification
The SDI Service Desk Certification programme is the only industry standard based programme designed to recognise truly excellent service desks.
By achieving SDI's internationally acclaimed Service Desk Certification, you are able to demonstrate that your support operation is truly dedicated and committed to providing enhanced IT service and support in line with best practice industry standards.
Based upon the European framework for quality - the EFQM Excellence Model - the Service Desk Certification (SDC) process looks closely at all aspects of the service desk operation in terms of management, staff, resources, tools, training and delivery. It reviews the development and integration of a number of key ITIL/ITSM processes including:
• incident and problem
• change and release management
• service level management
• availability and capacity management
• configuration management
• business continuity and financial management
• knowledge management
• customer relationship management
SDC also reviews the approach to strategy, planning and continuous service improvement.
The EFQM Excellence Model
