service desk certification - an introduction

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Surprise | Delight | Inspire Richard Isaac Professional Services Account Manager The Nuts and Bolts of Service Desk Certification

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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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Page 1: Service Desk Certification - An Introduction

Surprise | Delight | Inspire

Richard IsaacProfessional Services Account ManagerThe Nuts and Bolts of Service Desk Certification

Page 2: Service Desk Certification - An Introduction

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

Page 3: Service Desk Certification - An Introduction

Content

• 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?

Surprise | Delight | Inspire

Page 4: Service Desk Certification - An Introduction

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

Surprise | Delight | Inspire

Page 5: Service Desk Certification - An Introduction

Certification – the model

INTERVIEWS

ENABLERS RESULTS

People &

Management

Policy&

Strategy

Partnerships&

Resources

PeopleSatisfaction

Results

CustomerSatisfaction

Results

SocialResponsibility

Results

LEADERSHIPPROCESSES

&PROCEDURES

KEYPERFORMANCE

RESULTS

INNOVATION & LEARNING

Surprise | Delight | Inspire

Page 6: Service Desk Certification - An Introduction

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/IEC 20000

Surprise | Delight | Inspire

Page 7: Service Desk Certification - An Introduction

Why Benchmark?

• 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?

Surprise | Delight | Inspire

Page 8: Service Desk Certification - An Introduction

What Does SDC Involve?

Audit Assessment Group InterviewsConsensus Agreement

Certification AuditGroup + Individual InterviewsObjective Evidence

Surveillance Audit Group + Individual InterviewsObjective Evidence + Improvement

Surprise | Delight | Inspire

Page 9: Service Desk Certification - An Introduction

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 Months12 Months 12 Months

Surprise | Delight | Inspire

Page 10: Service Desk Certification - An Introduction

Audit ReportSurprise | Delight | Inspire

Page 11: Service Desk Certification - An Introduction

What is the SDI Maturity Model?

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

Surprise | Delight | Inspire

Page 12: Service Desk Certification - An Introduction

Potential ROISurprise | Delight | Inspire

Page 13: Service Desk Certification - An Introduction

Improvement Over Time

0

1

2

3

4

5

6

7

Series1

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Page 14: Service Desk Certification - An Introduction

What is the cost of SDC?

• 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

Surprise | Delight | Inspire

Page 15: Service Desk Certification - An Introduction

Join An Elite CommunitySurprise | Delight | Inspire

Page 16: Service Desk Certification - An Introduction

Hints and Tips

• 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

Surprise | Delight | Inspire

Page 17: Service Desk Certification - An Introduction

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

Surprise | Delight | Inspire

Page 18: Service Desk Certification - An Introduction

QuestionsSurprise | Delight | Inspire