Your Assessment Route
There are just 2 stages and 5 simple steps to achieve certified site status.
Stage 1
Step 1 - Evaluation
Complete our free on-line SDC assessment to discover the maturity of your service desk and to establish whether you are ready for Certification. Click here to complete the on-line evaluation.
Step 2 - Contact an SDI approved Auditor
Talk to an approved SDI Auditor to discuss the results of your assessment and the way forward for achieving site certification, outlined below in Stage 2. Email sdc@sdi-e.com, or contact 01689 889100 to talk to an approved auditor.
Click here to find an SDI Approved Auditing Partner.
Stage 2
Step 1 - Assessment
A preliminary 2 day assessment of your service desk provides you with a benchmark for each of the nine certification performance criteria. This essential assessment stage highlights key areas for development and provides an opportunity to make improvements before completing the full audit.
Step 2 - Audit
A full review of your entire service desk operation using interviews, desk side observations and a review of service level metrics. Taking place over 4 days your SDI auditor asks over 300 comprehensive questions in order to assess your service desk's maturity rating.
Step 3 - Certification
Presentation of your Certification award is a real moment for celebration and a great opportunity to encourage the whole of your IT service operation, and senior management, to share in your achievement and success.
Continual Service Improvement
Once you have achieved certification, the programme doesn't stop there. In order to ensure you deliver sustainable service desk excellence, the Audit programme comprises two follow-up audits on specific areas of improvement you have been working on - the perfect opportunity to increase your service desk's star rating.
SDI Maturity Model
The level of Service Desk Certification you achieve depends upon the level of excellence and maturity that your service and support operation has reached, according to SDI's Service Desk Maturity Model. During the Service Desk audit you will be assessed against the SDI standards and given an audit score. Your score is then converted into the service desk certification Maturity Model.
Your Service Desk will be awarded 2, 3, 4 or 5 star certification:
