Service Desk Optimization
Speak to us today!
Enhance your service desk capabilities to deliver faster resolution times, better user experiences (UX), and improved operational performance. Our Service Desk consultancy services is to guide your organization through the Service Desk Institute's (SDI) Service Desk Certification (SDC) program. This globally recognized accreditation is designed to certify the quality-of-service desks by evaluating them against SDI's Global Best Practice Standard.
Benefits of Service Desk Certification
Continuous Improvement
The SDC program enables your organization to formally assess the capabilities of your IT service and support functions, identifying areas for enhancement that often extend beyond the service desk.
Skills Development
Certification encourages individuals and teams to acquire new skills, enhancing their ability to deliver excellence while evolving alongside the service. The program offers guidance on various tools and techniques for continuous development.
Independent Validation
Achieving formal accreditation against the Global Best Practice Standard allows organizations to demonstrate competence, pinpoint areas for improvement, and celebrate success. High-scoring organizations receive an official SDI Certification Award, recognizing service excellence.
Service Desk Consultancy Services
Our experienced consultants will support you through each stage of the certification process
Assessment: We conduct a two-day evaluation of your service to benchmark current performance against the Global Best Practice Standard. This assessment identifies strengths and areas for improvement, providing a foundation for your service improvement plan.
Certification Audit: Following the initial assessment, we assist in preparing for a comprehensive four-day audit. This involves gathering evidence and conducting interviews with key stakeholders, including users and colleagues, to verify compliance with the standard.
Surveillance Audit: Twelve months after certification, we help you prepare for a surveillance audit aimed at further improving your score and potentially elevating your star rating. This ensures ongoing alignment with global best practices and continuous service enhancement.