Become SDI-certified with QA

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