Sdc Pocket Guide

Service Desk Certification

A Pocket Guide

Service Desk Certification

A Pocket Guide

First published in 2011 by The Service Desk Institute
21 High Street, Green Street Green, Orpington, Kent BR6 6BG
Tel: 01689 889100 enquiries@servicedeskinstitute.com
www.servicedeskinstitute.com
Copyright ©2011 by Service Desk Institute
All rights reserved. No part of this publication may bereproduced,
stored in a retrieval system, or transmitted, in any form or by any means,
electronic, mechanical, photocopying, recording or otherwise,
without the prior permission of the publisher.
Printed by mimeo.co.uk

Contents
Foreword
Chapter One
Introduction to Service Desk Certification

Chapter Two
The Maturity Model

Chapter Three
The Assessment Methodology and Audit ProcessChapter Four
The Formal Service Desk Certification Standard

Chapter Five
The Approach to Continuous Quality and Service Improvement

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Foreword
The goal of this guide is to provide an easy to read document that
explains the nature, content and aim of Service Desk Certification.
It should bring Service Desk Certification within SDI’s reach of a vast
audience by providing an easyto read and accessible pocket guide which:
• promotes awareness and acceptability of
Service Desk Certification as a valid standard
of best practice for service desks
• supports the Service Desk Certification Audit
• is a quick reference guide for IT service and
support professionals.
“Service Desk Certification, A Pocket Guide” is aimed at a broad range
of IT service andsupport professionals who work in IT as well as other
environments, ranging from experts in IT service provision to those
who are looking for a suitable approach to quality improvement issues.
The pocket guide starts with an introduction to Service Desk Certification.
This covers the history and background of Service Desk Certification.
The next chapters outline in detail the maturity model andthe structure
of the assessment methodology.
Chapter four describes the formal Service Desk Certification standard.
It shows you the structure and format of the standard, illustrated
with some example assessment questions.
The final chapter explains how you
can use the standard in a continual quality
improvement programme.

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About The Service Desk Institute
SDI is the drivingforce for the ITSM and service desk industry with a
vision of being recognised globally as the professional body that drives
exceptional IT service and support. As the leading authority on service
desk and IT support related issues, SDI enables organisations to enhance
the value of business and IT integration through exceptional IT service
and support.
SDI is responsible for settingglobal industry standards, delivering
thought-leadership and knowledge, and influencing service improvement
for individuals and organisations. The globally recognised SDI Service Desk
Certification Standard is the only best practice standard that provides a clear
and measurable set of standards for a service desk operation.
Acting as an independent advisor, SDI captures and disseminatescreative and
innovative ideas for tomorrow’s service desk and support operation. SDI sets the
standards for the IT support industry and is the conduit for delivering knowledge
and career enhancing skills to the professional community.

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Chapter One
Introduction to Service Desk Certification
The performance of a service desk is an indicator of the overall health of
an organisation’sIT. As well as being a key business function, the service
desk enables organisations to thrive. SDI has, therefore, set the standards
that all service desks should strive to meet.
An international committee comprising industry experts, service management
professionals and practitioners review our standards every three years to ensure
that they align with the needs and demands of the...