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Service Desk Certification - An Introduction

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These slides are from a presentation explaining the purpose and benefits of SDI's Service Desk Certification programme as well as giving an overview of what's involved. To find out more call the SDC team on 01689 889100 and ask us about Service Desk Certification.

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Service Desk Certification - An Introduction

  1. 1. Surprise | Delight | Inspire Richard Isaac Professional Services Account Manager The Nuts and Bolts of Service Desk Certification
  2. 2. Surprise | Delight | Inspire About SDI • SDI is the leading professional body for everyone working in the IT service and support industry • Founded 1988 • Over 800 global clients • SDI’s services and products are complementary and consistent with ITIL
  3. 3. Content Surprise | Delight | Inspire • What is the SDC programme? • Why should service desks work towards a standard? • What does the SDC programme involve? • What concepts comprise the standard? • What is the SDC maturity model? • What business value does SDC deliver • Hints and Tips - preparing for audit • What does SDC cost?
  4. 4. What is the SDC programme? Surprise | Delight | Inspire • A best practice standard available for service desks • Clear and measurable set of benchmarks for a service desk operation • Not included in ITIL or ISO/IEC 20000 • The SDI Service Desk Certification standard is based on the European Foundation for Quality Management (EFQM) model
  5. 5. Certification – the model INTERVIEWS ENABLERS RESULTS People & Management Policy & Strategy Partnerships & Resources People Satisfaction Results Customer Satisfaction Results Social Responsibility Results LEADERSHIP PROCESSES & PROCEDURES KEY PERFORMANCE RESULTS INNOVATION & LEARNING Surprise | Delight | Inspire
  6. 6. Why should a service desk work towards a standard? Surprise | Delight | Inspire • Independent validation and certification • demonstrates that your support operation is dedicated to best practice • Driver of continual improvement • Skills development tool • Complements ISO/IEC 20000
  7. 7. Why Benchmark? Surprise | Delight | Inspire • Want to be the best you possibly can be • Need to know that you are following best practice • Need to improve customer perception • Need to demonstrate value for money • Need to improve morale • How do you compare to other service desks?
  8. 8. What Does SDC Involve? Audit Assessment Group Interviews Consensus Agreement Certification Audit Group + Individual Interviews Objective Evidence Surveillance Audit Group + Individual Interviews Objective Evidence + Improvement Surprise | Delight | Inspire
  9. 9. SDC – the timescales 2 Days 4 Days 2 Days 2 Days On-site On-site On-site On-site Assessment Certification Surveillance 1 9 Months 12 months Certification period 3.75 years Surveillance 2 12 Months 12 Months 12 Months Surprise | Delight | Inspire
  10. 10. Audit Report Surprise | Delight | Inspire
  11. 11. What is the SDI Maturity Model? Surprise | Delight | Inspire Scores – must achieve a minimum 2.3 for each concept and 2.5 overall 2 x 4* + 5* Consultative review 3.75 – 4.0 3.1 – 3.74 2.5 – 3.0 0.5 – 2.4
  12. 12. Potential ROI Surprise | Delight | Inspire
  13. 13. Improvement Over Time 7 6 5 4 3 2 1 0 Assessment Certification Surveillance 1 Surveillance 2 Surveillance 3 Surveillance 4 Surprise | Delight | Inspire
  14. 14. What is the cost of SDC? Surprise | Delight | Inspire • Service Desk Assessment without the full programme - £ 4,000 + VAT + expenses • Full Programme that includes the Pre Assessment Workshop, Service Desk Assessment, Service Desk Certification audit, 2 Surveillance Audits and VIP Membership - £22,500 + VAT + expenses • Instalment options • Option to pay for each stage separately
  15. 15. Join An Elite Community Surprise | Delight | Inspire
  16. 16. Hints and Tips Surprise | Delight | Inspire • Use a reference site • Build a business case • Speak to your team and customer and tell them why you are doing this • Run as a project • Stick to you confirmed dates • Give yourself time • Ask questions
  17. 17. Next Steps Surprise | Delight | Inspire • Use your Service Desk Certification pocket guide as your main reference and guide • www.servicedeskinstitute.com/service-desk- certification and check out case studies
  18. 18. Questions Surprise | Delight | Inspire
  • KevinNguyen100

    May. 30, 2021
  • dchich

    Oct. 3, 2018
  • brandon_liew

    May. 1, 2016

These slides are from a presentation explaining the purpose and benefits of SDI's Service Desk Certification programme as well as giving an overview of what's involved. To find out more call the SDC team on 01689 889100 and ask us about Service Desk Certification.

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