service desk certification - an introduction
DESCRIPTION
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.TRANSCRIPT
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Richard IsaacProfessional Services Account ManagerThe Nuts and Bolts of Service Desk Certification
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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
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?
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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
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Certification – the model
INTERVIEWS
ENABLERS RESULTS
People &
Management
Policy&
Strategy
Partnerships&
Resources
PeopleSatisfaction
Results
CustomerSatisfaction
Results
SocialResponsibility
Results
LEADERSHIPPROCESSES
&PROCEDURES
KEYPERFORMANCE
RESULTS
INNOVATION & LEARNING
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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
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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?
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What Does SDC Involve?
Audit Assessment Group InterviewsConsensus Agreement
Certification AuditGroup + Individual InterviewsObjective Evidence
Surveillance Audit Group + Individual InterviewsObjective Evidence + Improvement
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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
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Audit ReportSurprise | Delight | Inspire
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
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Potential ROISurprise | Delight | Inspire
Improvement Over Time
0
1
2
3
4
5
6
7
Series1
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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
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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
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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
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QuestionsSurprise | Delight | Inspire