SDI Service Desk Institute training

The SDI Service Desk Certification Standards, based on the EFQM model, 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.

By carrying out accredited SDI training and achieving SDI’s Service Desk Certification you will demonstrate to both your customers and competitors that your support operation is truly dedicated to best practice.

The SDI Certification training programme enables you to measure and improve your service desk’s effectiveness and maturity against our globally recognised SDI Service Desk Certification standards. There are nine certification concepts.

Nine certification concepts

Leadership
Policy & Strategy
People & Management
Partnerships & Resources
Processes
People Satisfaction
Customer Satisfaction
Performance Results
Social Responsibility

in addition to SDI training, QA is an SDI Approved Audit Partner and offer a range of consultancy services to support the implementation, development and evaluation of your service desk maturity. We can help you to understand how to measure the performance of your service desk operation and more importantly, justify the cost of the support services. Contact us for more details.

Training courses

Service Desk Institute
Course title	code	days
SDI – Service Desk Analyst (SDA)	SDI-SDA	3
SDI – Service Desk Analyst (SDA) exam only	SDI-SDAEX	n/a
SDI – Service Desk Manager (SDM)	SDI-SDM	4
SDI – Service Desk Manager (SDM) exam only	SDI-SDMEX	n/a

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QA - training courses across the UK and Ireland from the leading provider of PRINCE2 and Microsoft training

QA provides PRINCE2 training, project management training, Microsoft training, Cisco training plus an extensive range of 1500 other courses covering all areas of IT, project management, service management, business applications and professional development. We provide PRINCE2 training and all courses in locations including London, Bristol, Reading, Milton Keynes, Birmingham, Leeds, Manchester, Newcastle, Glasgow, Edinburgh, Ireland plus online eLearning and virtual learning.

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