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Tel: UK 0845 757 3888 | Ireland: 01 284 6796

SDI Training from QA

Our courses

Rewards of certification

The key business benefits of Service Desk Institute certification include:

alignment of your support operation with organisational business objectives.
demonstration of the value of your IT service within your organisation.
increasingly satisfied customers, internal and external.
increased staff motivation, team synergy and productivity.
competitive advantage.
a route to achieving ISO/IEC 20000.

Levels of certification

Many customers have already achieved SDI certification – and by achieving certification yourselves you will be in very good company!

Ratings that have been achieved by some of the Service Desk Institute’s clients

Business-led

Barclays
Lenovo (China)

Customer-led

O2
Tickets.com
Phase Forward
Sodexo

Proactive

North Yorkshire CC
London Borough of Hillingdon
Parliamentary ICT
English Churches

QA was the first organisation to partner with the Service Desk Institute (SDI) to deliver the Service Desk Certification Training Programme.

What is the Service Desk Institute's Service Desk Certification Progamme?

The Service Desk Institute is an internationally acclaimed service desk certification which demonstrates that the service desk support function is truly dedicated and committed to providing enhanced IT service and support in line with best practice industry standards.

The process of certification enables individuals to measure and improve the effectiveness of the service desk, based on the European Foundation for Quality Management's (EFQM) Excellence Model.

The Service Desk Certification

The Service Desk Certification process looks closely at all aspects of service desk operation in terms of management, staff, resources, tools, training and delivery. It reviews the ongoing development and integration of a number of key ITIL/ITSM processes, including:

incident and problem management.
change and release management.
service level management.
availability and capacity management.
configuration management.
business continuity and financial management.
knowledge management.
customer relationship management.

The steps towards Service Desk Institute's certification

1. Evaluation

Complete the free online Service Desk Certification evaluation to discover the maturity of your service desk and to establish if you are ready for certification.

2. Assessment

Once you have established that certification is the appropriate path for you, our auditors will carry out a preliminary assessment of your service desk, providing you with a benchmark for nine key audit areas.

3. Audit

The audit reviews your service desk operation and assesses your 'enablers' and 'results' according to each aspect of the EFQM Excellence Model. The auditor will conduct reviews with your team and customers about their service experiences, review your service level reporting and carry out desk-side observations. Over 300 questions will be asked in order to assess your service desk maturity rating.

4. Certification

Following the audit and the auditor's final report (approved by a Service Desk Institute Master Auditor) you will be presented with your certification award. The presentation of this certification is a great reward for your organisation and demonstrates the high standard of your service desk and your commitment to your customers.

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QA - training courses across the UK and Ireland from the leading provider of PRINCE2 and Microsoft training

QA provides PRINCE2 training, project management training, Microsoft training, Cisco training plus an extensive range of 1500 other courses covering all areas of IT, project management, service management, business applications and professional development. We provide PRINCE2 training and all courses in locations including London, Bristol, Reading, Milton Keynes, Birmingham, Leeds, Manchester, Newcastle, Glasgow, Edinburgh, Ireland plus online eLearning and virtual learning.

PRINCE2®, ITIL®, M_o_R®, P3O®, MSP® and MoV® are registered trade marks of the Cabinet Office. MoP™ is a trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. PMI®, PMP®. CAPM® and PMBOK®guide are registered certification marks and trademarks of the Project Management Institute Inc. Green Project Management®, is a registered trademark of GPM Global. BPUG® is a Registered Trade Mark and Registered Community Trade Mark of Best Practice User Group Ltd. IIBA®, the IIBA® logo, BABOK® and Business Analysis Body of Knowledge® are registered trademarks owned by International Institute of Business Analysis. QA is an endorsed education provider of IIBA. IIBA® is a registered trademark owned by International Institute of Business Analysis. The Open Group Certification logo is a trademark and the word TOGAF® is a registered trademark of The Open Group in the United States and other countries. QA Limited is an Accredited TOGAF® 9 Training Course and complies with the accreditation requirements for The Open Group TOGAF® Certification for People program. Cisco, the Cisco logo, and Cisco Systems are trademarks or registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. ILM is a trademark of the City and Guilds of London Institute and is used under licence. Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries. All third party trademark rights acknowledged.