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.

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 - around 1500 training courses right across the UK, England, Scotland and Ireland

QA provides ITIL and service management training; PRINCE2, PMI, APM and ISEB project management training; technical IT training including Microsoft, Oracle training, IBM training, Cisco training, Citrix training, Red Hat training and VMware training; Microsoft Office and other business applications training, management training, managed training services, eLearning and more - around 1500 courses from 39 UK, England, Scotland and Ireland locations: in Banbury Franklin Covey, Birmingham West Midlands, Bournemouth Dorset, Bristol South West, Camberley Surrey Sun, Cheltenham Gloucestershire, Chesterfield Derbyshire, Dublin Fitzwilliam Place, Dublin Glandore Business Centre, Exeter South West, Farnborough Red Hat, Guildford Red Hat, Hinckley East Midlands, Leeds Yorkshire, Leeds Yorkshire (Ring Road), Leeds Yorkshire City Centre, London In Tuition , London King William Street, London Middlesex Street, London Old Broad Street Fast Lane, London Red Hat, London Rosebery Avenue, London Tabernacle Street, London Victoria Microsoft, Manchester Altrincham, Manchester City Centre , Manchester Stockport, Milton Keynes Buckinghamshire, QA On-Line Virtual Centre, Reading Berkshire, Reading Oracle, Scotland Aberdeen, Scotland Edinburgh, Scotland Glasgow, Scotland Glasgow Marriott Hotel, Slough Berkshire, Swindon Wiltshire, Washington Tyne and Wear and Windsor Berkshire Fast Lane.