The Standard
The SDI Service Desk Certification standards have been designed to look closely at all aspects of the service desk operation in terms of management, staff, resources, tools, training and delivery, strategy, planning and continuous service improvement.
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
View the Service Desk Certification Standards here.
SDI Maturity Model
The level of Service Desk Certification you achieve depends upon the level of excellence and maturity that your service and support operation has reached, according to SDI's Service Desk Maturity Model. During the Service Desk audit you will be assessed against the SDI standards and given an audit score. Your score is then converted into the service desk certification Maturity Model.
Your Service Desk will be awarded 2, 3, 4 or 5 star certification:
