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
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
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.