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Service Desk Certification

Give your desk the SDC edge

Global Knowledge have joined forces with the Service Desk Institute (SDI) to become an audit partner for the Service Desk Certification (SDC) programme.

Service Desk Certification – The Basics

Achieving the Service Desk Certification enables your support operation to provide demonstrable proof that it is dedicated and committed to providing enhanced IT support for the organisation.  The process of certification enables you to measure and improve the effectiveness of your Service Desk based on the European Framework for Quality (EFQM) Excellence Model.

 The Service Desk Certification process looks holistically at multiple aspects of your Service Desk operation.  Specifically, SDC covers strategy and management, planning, staff development, resourcing, tools, training, customer satisfaction and delivery.  It provides the most comprehensive measurement of the Service Desk available.  SDC also complements on-going use of ITIL best practice standards by looking at Service Desk touch points with key processes; Incident, Problem, Change, Release, Service Level, Availability, Capacity and Configuration Management.

What’s in it for me?

Service Desk Certification rewards your organisation by providing the standard within which sustainable IT service and support excellence can be delivered.  The key business benefits include:

  • Increased consistency of support activity reduces operational risk
  • Business alignment through matching of support and organisational objectives
  • Industry recognised award provides demonstration of the value of the IT service
  • Satisfied customers involved in the on-going development of their own support environment
  • Increased staff motivation, team synergy and productivity in your support operation

Achieving Star Status

Step 1 - The On-line Evaluation

Complete the free on-line SDC evaluation to discover the maturity of your service desk and to establish whether you are ready for certification.  Simple questions based on the full certification audit and you will be given a guide to your current performance and service desk maturity levels.  If you think you measure up contact Global Knowledge to discuss the next steps.

Step 2 - The Assessment

Once you have decided that certification is appropriate for you, Global Knowledge’s auditors will carry out a preliminary assessment of your Service Desk.  This provides you with a benchmark for each of the nine key audit areas.  This initial assessment gives you with the opportunity to make improvements recommended by the auditor to key areas of your operation before completing the full audit.

Step 3 – The Audit

The full certification audit reviews your Service Desk operation and assesses your ‘enablers’ and ‘results’ according to each aspect of the dynamic EFQM Excellence Model.  The auditor will conduct interviews with your team and your customers about their service experiences, review your service level reporting and carry out desk-side observations. The auditor will ask over 300 comprehensive questions in order to assess your service desk’s maturity rating.

Step 4 – The Certification

Following the audit and the auditor’s final report (approved by a SDI Master Auditor) you will be presented with your Certification award. A real moment for celebration, the presentation of your certification is a great opportunity to encourage senior management and the whole of your IT service operation to share in your achievement and success.

For full details of all our courses, bookings call us on 0118 912 1929 or email