Service Desk Certifications
Service Desk Certifications Overview
Service Desk Certification (SDC) programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality. The Global Best Practice Standard for Service Desk provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL or ISO/IEC 20000.
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To achieve Certification, the maturity level of your service and support operation is audited against the Best Practice Standard.
Benefits of Service Desk Certification
Service Desk Certification is designed to benefit you and your organization on many levels, particularly the following:
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1. Driver of continual improvement
By allowing your organization to formally assess the capability of your IT service and support function through our thorough auditing process you are able to identify areas and methods for improvement. It challenges you to look afresh at your IT service operation, examining what you deliver and how.
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2. Skills development tool
Certification allows individuals and teams to explore and acquire new skills, thus building their capacity for delivering service excellence. The programme provides advice and guidance, at every assessment stage, on a whole range of tools and techniques that can be used to deliver exceptional IT support. In this way, both individuals and teams can learn new skills and gain greater understanding of how they can be used to build a truly excellent service desk.
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3. Independent validation and Certification
Organizations who seek formal accreditation against the ‘Global Best Practice Standard for Service Desk’ via Service Desk Certification are able to demonstrate their competence, identify key areas for improvement and celebrate their success. Those organizations who score high enough to become formally Certified are presented with an official SDI Certification Award and encouraged to share their Certification as recognition of service excellence and great achievement.
Service Desk Certification Streams
Service Desk Analyst Certification
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The Service Desk Analyst qualification course is for front-line IT service and support analysts with some experience in a first line or second line service desk environment. This course is perfect for analysts looking to grow in their role and gain a recognised qualification in their profession. This course will help them to develop practical skills whilst earning a certificate that endorses their commitment and knowledge.
Service Desk Manager Certification
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The Service Desk Manager course provides a thorough understanding of service desk management and leads to a globally recognised qualification. Being an effective service desk manager requires a broad range of talents, from people-oriented abilities with an awareness of marketing to financial acumen and presentation skills. This course provides a thorough understanding of, and qualification in, the twelve core areas of service desk management.