
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.
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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
Training for you and your organisation. Call us on 0845 757 3888 or e-mail us: info@qa.com
Courses
Service management training
- Technical IT training
- Business applications training
- Business systems analysis and design training
- Project management training
- Management and personal development training
- Best practice training
- Seminars
- QA Authored Curriculum
- QA eLearning Capabilities
- Service management training
- The benefits of ITIL service management training
- ITIL can help organisations to survive a recession and thrive in a stronger economy
- QA: the clear choice for ITIL and service management training
- ITIL version 3 training and certification
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