Service Desk certification courses
What is Service Desk certification?
Service Desk certification is course that are coordinated by Service Desk Institute (SDI). The SDI’s Service Desk Certification is designed to certify service desk quality. It is based on the SDC Model. The Service Desk Certification standards offers guidelines that are useful for your service desk operation. Some of these standards are not covered in courses like ITIL, ISO/IEC 20000.
The Service Desk Institute Certification affords candidates the opportunity of measuring ad improving their service desk’s expertise, effectiveness and maturity against global best practices which are embeded in the following concepts:
2. Policy & Strategy
3. People & Management
4. Partnerships & Resources
5. Processes & Procedures
6. Managing People Satisfaction
7. Managing Customer Satisfaction
8. Performance Results
9. Social Responsibility
We are accredited by APMG International to conduct both Service Desk certification training and exam. The Service Desk certification exams are administer by APMG International. APMG International has an arrangement with Service desk Institute (SDI) to administer the exam on its behalf. The Certifications are based on standards that are released SDI. The standards are reviewed every 3 years by industry experts and professionals to allow for new developments and evolving best practices.
In the professional standards, the roles and responsibilities of service desk are set out unambiguously. The standards also provides yardstick for the Service desk certification training and exams.
The Service Desk Foundation course is suitable for new analysts and customer service staff with less than 9 months experience in an internal or external telephone customer support environment.
The Service Desk Analyst course is suitable for service desk and support analysts with at least 9 months experience in an IT service and support environment.
The Service Desk Manager course is suitable for service desk managers.
The following are the three levels of the Service Desk certification:
- Service Desk Foundation (SDF)
- Service Desk Analyst (SDA)
- Service Desk Manager (SDM)
Service Desk Exam process
For candidates who enrol for the training with us, the exam will be sat at the training venue; as we are authorized by APMG International to supervise the exam; being an Accredited Training Organisation (ATO).
Please note that candidates can decide to defer their exam to later date, if they are not comfortable to sit the exam at the conclusion of the training.