Certification included: Certified Associate in Service Desk (CASD) Certified Specialist in Service Desk (CSSD) Certified Expert in Service Desk (CESD)

1. S E R V I C E
D E S K
M A N A G E M E N T
GLOBAL COMPETENCE
FRAMEWORK
CERTIFICATION SUMMARY
SERVICE DESK
MANAGEMENT
CERTIFICATION
SCHEMA AND
SUMMARY
JULY, 2020

2. C E R T I F I C A T I O N D E F I N I T I O N
The Service Desk Management certification from Aqonta will enable professionals to
manage and maintain availability of services for their end users or clients and to
facilitate the restoration of normal service operation while minimizing impact to these
end users or clients within an agreed-upon SLA. The frameworks provides the best
practices within IT service management and service desk functions such has handling
incidents, configuration, service continuity, risk, communication etc.
Successful candidates will gain the necessary skills and knowledge to manage and lead
service desk operations.
Maintaining
certification
Competency
credits
NEVER STOP
BUILDING
YOUR
CAREER
W H O S H O U L D A P P L Y ?
The certification is designed for both new and experienced service desk managers, team leaders,
support specialists and supervisors. The certification is ideal for professionals who are looking to start
a career in Service Desk and ITSM.
A Q O N T A S E R V I C E D E S K M A N A G E M E N T C E R T I F I C A T I O N S C H E M A
Pre-requisite
Exam information
Training and
exam fee
NA NA CSSD
40 questions
60 minutes
multiple choice
75 questions
120 minutes
multiple choice
100 questions
150 minutes
multiple choice
NA
60 CRPs
every 3 years
60 CRPs
every 3 years
15
Available via
CTPs
Available via
CTPs
Available via
CTPs
"I feel like this certification actually showed us things we would be doing day to
day in the workplace. It's essential that we understand and the entire team is on
the same page to identify incidents/ problems and restore services faster, since
that will probably be a big chunk of the job".
- CESD credential holder
5 10

3. C O U R S E O U T L I N E
Introduction to Service Desk
Service Desk tools and technology
Service Desk deliverables
Service Desk processes
Customers and users
Hiring and training technical staff
Metrics and goals
Service Desk components
Forms tools and collateral
Continuous improvement
T O P 5 R E A S O N S T O G E T C E R T I F I E D
Credibility - Certifications validate knowledge and skills required to excel in your role.
Aqonta certifications are recognized globally and is adapted in major corporations in
the industry.
Competitive advantage - Get the competitive advantage to grow your career faster.
Aqonta certification holders earn an average 28% more than their peers.
Stay relevant - Developed by leaders and practitioners, the certification council works
round the year to implement high quality and current standards in the industry.
Vendor neutral - The framework can be tailored to any industry and organizations of
any scale.
Continually improve - By earning and maintaining your certification you continually
develop your skills, knowledge and abilities.
NEVER STOP
BUILDING
YOUR
CAREER
G L O B A L C O M P E T E N C E P R O G R A M
Your certificate demonstrates your expertise and knowledge. Aqonta Global
Competence Program is structured to boost confidence in employers and brings more
visibility to your career achievements. Earn your competence badge and increase your
credibility and worthiness to your employers.
"The competence badge was a game changer in my job search. I
received more interview calls after I included my skill report and verified
badge earned from the competence program. The recruiters were able
to verify my achievements and potential. It certainly increased my
credibility in the job market".
- Global Competence Program member
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