Service Desk Certification - What is it and why should your service desk become certified?
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Learn about SDI's Service Desk Certification programme
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Service Desk Certification - What is it and why should your service desk become certified?
- 1. Surprise | Delight | Inspire Sarah Burns Head of Service Desk Certification
- 2. Surprise | Delight | Inspire About SDI… • Service desk - critical business function • Needs to demonstrate its business value • SDI’s output and services are complementary to and consistent with ITIL®
- 3. Contents • What is the Service Desk Certification (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. What is the SDC programme? • 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. 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
- 6. Why should a service desk work towards a standard? • Independent validation and certification • demonstrates that your support operation is dedicated to best practice • Driver of continual improvement • Skills development tool • Complements ISO 20000
- 7. Why benchmark? • Want to be the best you possibly can • 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. What does SDC involve Audit Assessment Group + individual interviews Consensus agreement Certification Audit Group + individual interviews Objective evidence Surveillance Audit Group + individual interviews Objective evidence + improvement
- 9. SDC – the timescales 2 Days On-site SCA 9 months 4 Days On-site CA 12 months 2 Days On-site S1 12 months 2 Days On-site S2 12 months Certification period 3 years
- 10. Audit report
- 11. What is the SDI maturity model? • Scores – must achieve a minimum 2.3 for each concept and 2.5 overall • 2 x 4* + 5* • 3.75 – 4.0 • 3.1 – 3.74 • 2.5 – 3.0 • 0.5 – 2.4
- 12. What business value does SDC deliver? • SDC positive influence on value • Builds trust, confidence and credibility • Drives on-going customer focus • Consistent customer experience • Enhanced customer satisfaction • Increased ITIL process maturity and process outcomes • Process ownership established • Driver for on-going continual service improvement
- 13. What business value does SDC deliver? • New and revised measures set against industry acknowledged targets • Greater pride within the service desk and IT workplace • Drives operational planning (provides insight, guidance and direction) • Directly influences strategic direction
- 14. What is the cost of SDC? • £4,000 for an assessment/health check only • £22,500 for assessment, certification and 2 surveillance audits • Can be split into into 3 yearly payments • Option to pay for each stage separately
- 16. Hints and Tips • Use a reference site • Build a business case • Engage the team beforehand • Run as a project
- 17. Next steps 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. Questions
Editor's Notes
- The model is non-prescriptive framework for organisational management systems It consists of a number of group interviews based on the concepts – auditors are looking for consensus agreement The 5 enablers on the left hand side of the model allow the service desk to deliver excellent service to its customers. Enablers are the activities or resources that allow the service desk to successfully achieve its objectives The results on the right hand side are the areas measured and assess the degree to which performance objectives are being met The first five relate to doing the right things while the last four show performance against goals Innovation and learning is represented by the audit report which is the output of the audit - CSI road map
- The programme acts as an indicator of ITSM maturity and will identify key areas for improvement and development SDC provides external validation that a company’s operations meet global industry standard and indicates compliance with ITIL processes. It can help prepare to meet service delivery requirements of ISO 20000. Is a great skills development tool and will provide the desk with external recognition and give the team a sense of achievement
- There are a number of reasons why organisations choose SDC:- Need external validation that you are committed to best practice Need to improve customer perception Need to demonstrate value for money (may be that they are under threat of outsource and external validation will secure future) Recognition for the service desk. SDC can act as a motivational driver and is a powerful team objective SDC badge can deliver competitive advantage in the market place and deliver new business wins Need to benchmark and measure maturity Need a service improvement road map
- First stage is a 2 day assessment. This is assessment is for you to understand how your service desk benchmarks against the standard. The assessment will provide you with a gap analysis and recommendations for improvement prior to progress onto the full certification audit. The assessment will also help you to decide when to progress onto the full audit. Allowed up to 9 months before the full certification audit which lasts 4 days. One month beforehand required to submit a pre audit evidence binder. One year after the certification audit, surveillance audit 1 take place. S1 will check that the service desk is still conforming to the standard that the desk was originally certified at. The surveillance audits provide the desk with the opportunity to improve its maturity rating. Pre-audit evidence binder required.
- The full timescales of the programme is 3 years 9 months. Once the full programme has been completed at the end of surveillance audit two, the service desk is then required to have a yearly surveillance audit to maintain certification Failure to complete a yearly surveillance will result in the desk being de-certified.