Surprise | Delight | Inspire 
Richard Isaac 
Professional Services 
Account Manager 
The Nuts and Bolts of 
Service Desk C...
Surprise | Delight | Inspire 
About SDI 
• SDI is the leading professional body for everyone 
working in the IT service an...
Content 
Surprise | Delight | Inspire 
• What is the SDC programme? 
• Why should service desks work towards a 
standard? ...
What is the SDC programme? 
Surprise | Delight | Inspire 
• A best practice standard available 
for service desks 
• Clear...
Certification – the model 
INTERVIEWS 
ENABLERS RESULTS 
People 
& 
Management 
Policy 
& 
Strategy 
Partnerships 
& 
Reso...
Why should a service desk work 
towards a standard? 
Surprise | Delight | Inspire 
• Independent validation and certificat...
Why Benchmark? 
Surprise | Delight | Inspire 
• Want to be the best you possibly 
can be 
• Need to know that you are foll...
What Does SDC Involve? 
Audit Assessment 
Group Interviews 
Consensus Agreement 
Certification Audit 
Group + Individual I...
SDC – the timescales 
2 Days 4 Days 2 Days 2 Days 
On-site On-site On-site On-site 
Assessment 
Certification 
Surveillanc...
Audit Report 
Surprise | Delight | Inspire
What is the SDI Maturity Model? 
Surprise | Delight | Inspire 
Scores – must achieve a minimum 2.3 for each concept 
and 2...
Potential ROI 
Surprise | Delight | Inspire
Improvement Over Time 
7 
6 
5 
4 
3 
2 
1 
0 
Assessment 
Certification 
Surveillance 1 
Surveillance 2 
Surveillance 3 
...
What is the cost of SDC? 
Surprise | Delight | Inspire 
• Service Desk Assessment without the 
full programme - £ 4,000 + ...
Join An Elite Community 
Surprise | Delight | Inspire
Hints and Tips 
Surprise | Delight | Inspire 
• Use a reference site 
• Build a business case 
• Speak to your team and cu...
Next Steps 
Surprise | Delight | Inspire 
• Use your Service Desk Certification pocket 
guide as your main reference and g...
Questions 
Surprise | Delight | Inspire
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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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  • My name is Richard Isaac and I am the Professional Services Account Manger for the Professional Services team at SDI.
  • About the Service Desk Institute

    SDI is the leading professional body for everyone working in the IT service and support industry.

    The Institute has been connecting IT service professionals across the globe since 1988.

    800 global service desk clients spanning numerous industries

    SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards which form the basis for the SDI professional qualifications programme and the service desk certification programme.

    Services include

    Membership
    Service Desk Certification
    Consultancy
    Training and qualifications
    Research
    Conference
    Experience events
    Industry Events
    Webinars
    Blog
  • The Service Desk Certification programme is the only industry, standards based, accreditation programme specifically designed to certify service desk quality. The programmebased on the EFQM model, the Certification Standard provide a clear and measurable set of benchmarks for your service desk operation; many of which are not included in ITIL or ISO/IEC 20000.SDC enables you to measure and improve your service desk's effectiveness and maturity against the a recognised standard.The SDI standard aligns with the ITIL framework and uses the common vocabulary of ITIL.The Service Desk doesn’t have to implement ITIL as a pre-requisite for certification. However, SDC has a strong focus on incident, problem and change management as well as business continuity and Service Level Management.Scope of the programme does include the whole of IT not just the Service Desk and is a great vehicle for change.
  • Which brings me on to the model.The model is non-prescriptive framework for organisational management systemsConsist of a number of group interviews for continuous agreement The 5 Enablers on the left hand side of the model help the service desk to deliver excellent service to its customers. These factors are the activities or resources that allow 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. Road map for improvements.
  • It’s a step forward in meeting service delivery requirements of ISO 20,000. Many that organisations that already have ISO 20,000 are also showing an interest in SDC. Does anyone here already have ISO 20,000?SDC is an acknowledgement that a company’s operations meet global industry standard and indicates compliance with ITIL processes.The programme acts as an indicator of ITSM maturity and will identify key areas for improvement and development. Is a great Skills development tool and will provide the desk with recognition and give the team a sense of achievement
  • Pain points interact with the audienceThere are a number of reasons why service desk management will take their desk through the SDC programme. So Typically when I have spoken with service desk management in the past they go through SDC because;recognition for the desk and give the people that work on the desk a focal pointCustomer perception isn’t very goodThey need to demonstrate value for money, threat of being outsourced If you are a MSP you maybe look for a competitive advantage in the market placeBenchmark and measure maturity
  • First stage is a 2 day assessment. The auditors are looking for a consensus agreement so no evidence is required at his stage customer interview and desk side observations. Assessment report which is the output of the assessment will provide you with your strength, weaknesses and recommendations for improvement.Allowed up to 9 months for progression on to the full certification audit which is 4 days. Audit same process but auditor will cross reference answers from the assessment with pre-requisite evidence that you will provide from here depending on the score will determine if you are certified at 2 star of aboveSurveillance is like your MOT and will check that the desk is still conforming to the standard that desk was originally certified at. The Audit also provide the desk with the opportunity to improve upon it maturity rating Again the will be looking at further evidence provided. This is also where your CSI really kicks in
  • A very quick slide to give you a visual sighted of the duration if the full programme . 3 years 9 months Once the Full programme has been completed at the end of S2 Audit the desk is then required to have a yearly surveillance audit to maintain it certification Failure to complete a yearly surveillance will result of the desk being de-certified and having to start the process over again.
  • This is a sample page of an the assessment reportTaken from Leadership concept as you can see the score for this concept is 3.18 – 3 StarThere will be and overview what the positives and negatives are Any major show stopper highlight Recommendations for improvement
  • To gain certification the desk must achieve 2.3 in each concept and 2.5 overall any less and the desk will not be awarded certificationWorld class – 2 consecutive 4 star audits and maintain or improve your score before you may be considered for world class status
  • At 1 star the SD is not currently not certifiableThere are major weaknesses in the methods deployed as measured against the standard, which are affecting service delivery and customer satisfaction.But all is not lost! A combination of hard work between management and staff, implementation of simple and cost effective resources, scores can improve rapidly.
  • As mentioned before you are required to score 2.5 or more overall to gain certification at 2 star This shows that the desk is going the right path.Evidence hasidentified that issues are being addressed.There are occasional reviews which are resulting in improvements and enhancements.The management are developing communications with other areas of IT and the business They are also stable staffing levels which minimise time spent having to recruit meaning resource levels are sustained
  • Reaching 3 star show the support operation is going in the right direction with service improvement and service delivery Middle of the road in terms and SD maturity but still a marvellous score to achieve This shows that you are really listening to your customers and business needs and are also able to influence changeThere is clear evidence that has identified issues are being addressedThere are regular and routine reviews as well as upgrades happening The desk is becoming more recognised as internal marketing is maturing However implementation not universal or not being applied to its full potential
  • The desk is nearly at the top of it game and is performing at a high level and has fully achieved and is optimisedCertainly recognised as a business partner Show value for money to the business and could well be a profit generatorThe desk has Fully achieved and is optimisedOutstanding approaches or results being universally implementedThere are ideal solutions or achievementsContinual improvement efforts existHowever it is difficult to envision where significant improvements could be made so if gain 4 star at first attempt can be difficult to show value and the desk is performing at a high level . However this will put the desk well on the path toward 5 star
  • Should the desk gain 5 star it has achieved the ultimate level of quality in its service delivery and can demonstrate its commitment to sustaining this level now and over the long term.The desk has demonstrate 4 star maturity for two consecutive audits and 2nd audit as well as increasing the score Overall scoreSDI has carried out a consultative review before conferring 5-star (World Class) status and certification
  • It is difficult give you any tangible value now as this will only become apparent by comparing performance over different periods of time. However, other certified organisations have said the main business values they have gained from SDC is  Increased efficiency and effectivenessPromotes development of business-led service levelsIdentifies where your organisation has gaps and where to focus and prioritise CSIDefined departmental, team and individual objectives to achieve measurable improvements and specific targetsImproved customer satisfactionProvides a competitive advantageCost savings, greater efficiency, better use of technology, increasing market penetration, less waste, centralisation, shared services, service excellence, customer retention and loyaltySkills development tool that improves behaviours and attitudesImproves teamwork and promotes shared goalsIncrease transparency to find areas of improvement  I can also say that the SDC programme provides focus, direction and guidance that drives CSI across the IT organisation.
  • Prices are exclusive of VAT and auditor expenses The assessment at £4,000 will provide two auditors for a 2 day assessment and assessment report. You can then still commit to the remaining programme there after if you would still like to progress and gain certification for your service desk.
  • As you can see there are a mix of originations that have gained certifications from Councils, NHS, Universities, MSP’s and Corporate organisations.Biggest increase in recent times are the number of Universities and NHS organisations that are now going through SDC
  • Use reference site where possible to gain insight into challenges of gaining certification and their lessons learned.Remember it’s the processes not people that are being auditedDuring assessment, whatever the results are should be viewed as positiveBy knowing where you are and what you need to do demonstrates that you’re in controlUse the outputs from the early assessment to set departmental, team and individual objectives.Get the team involved in scheduling the interview matrices, customer satisfaction and people satisfaction surveys. Ask them for suggestions on CSI initiativesRun the certification as a project not as a ‘side of desk’ activity otherwise it will be difficult to commit to timescales. Highlight risks and issues which need to be mitigated against or addressed.
  • You have all been provided a copy of the pocket guide which is in your delegate pack. Please do use this as your bible even if you don’t go down the SDC route!We can also help with creating a business case for SDC.
  • 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

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