Service Desk Certification (SDC)
Through our partnership with the Service Desk Institute (SDI) we are able to provide the only industry standard based programme designed to recognise truly excellent service desks.
By achieving SDI's internationally acclaimed Service Desk Certification, you are able to demonstrate that your support operation is truly dedicated and committed to providing enhanced IT service and support in line with best practice industry standards.
Based upon the European framework for quality - the EFQM Excellence Model - the Service Desk Certification process looks closely at all aspects of the service desk operation in terms of management, staff, resources, tools, training and delivery. It reviews the development and integration of a number of key ITIL/ITSM processes including:
- incident and problem
- change and release management
- service level management
- availability and capacity management
- configuration management
- business continuity and financial management
- knowledge management
- customer relationship management
SDC also reviews the approach to strategy, planning and continuous service improvement.
There are just 2 stages and five simple steps to achieve certified site status.
Stage 1
Step 1 - Evaluation
Contact us at sdc@cobitil.co.uk for details of a free on-line evaluation to discover the maturity of your service desk and to establish whether you are ready for Certification.
Step 2 - Review the results of your Evaluation
Talk to an approved SDI Audit partner to discuss the results of your Evaluation and the way forward for achieving site certification, outlined below in Stage 2. Email sdc@cobitil.co.uk to be put in contact with an approved auditor.
Stage 2
Step 1 - Assessment
A preliminary assessment of your service desk provides you with a benchmark for each of the eight key audit areas, and an opportunity to make improvements before completing the full audit.
Step 2 - Audit
A full review of your entire service desk operation according to each aspect of the dynamic EFQM Excellence Model. The auditor asks over 200 comprehensive questions in order to assess your service desk's maturity rating.
Step 3 - Certification
Presentation of your Certification award is a real moment for celebration and a great opportunity to encourage the whole of your IT service operation, and senior management, to share in your achievement and success.
The costs associated with achieving certification over a 2 year period is £21,500 and covers the following:-
- On-line evaluation
- Q1 Assessment
- Q2/Q3 Audit (certification awarded)
- Q4/Q5 Surveillance
- Q7/Q8 Surveillance
The surveillance audits take place to ensure you deliver sustainable service desk excellence, with follow-up audits on specific areas of improvement you have been working on. The perfect opportunity to increase your service desk's star rating.
Each step can also purchased separately with the first assessment to start you on your journey costing just £3,500.
Prices correct as at 1st October 2008