SDI Certification Program

SDI’s Service Desk Certification (SDC) program is the only industry, standards based accreditation program designed specifically to certify service desk quality. The globally recognized best practice Service Desk Standard provides a set of clear and measurable benchmarks for service delivery operation; some of which may not be found within other frameworks and standards such as ITIL or ISO/IEC 20000.www.servicedeskinsititute.com

ACIS acts as SDI’s representatives for MEA. / reach : sdi@acisit.com Or
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Measurement concepts

  1. Leadership
  2. Policy & Strategy
  3. People & Management
  4. Resources
  5. Processes & Procedures
  6. Managing Employee Satisfaction
  7. Managing the Customer Experience
  8. Management Information and Performance Results
  9. Social Responsibility

 

Certification rating

  • Rating of 0.5 to 2.4 – Reactive, not certifiable
  • Rating 2.5 to 3.0 – Proactive 2 Star
  • Rating 3.1 to 3.74 – Customer Led 3 Star
  • Rating 3.75 to 4.0 – Business Led 4 Star
  • Rating 2 x 4* + 5* – World Class 5 Star

 

Certification Program

1. Pre-assessment/workshop
2. Assessment
3. Program Management
4. Certification Audit
5. Surveillance Audits after one year of the certification




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