service desk certification - what is it and why should your service desk become certified?
TRANSCRIPT
Surprise | Delight | Inspire
About SDI…
• Service desk - critical business function
• Needs to demonstrate its business value
• SDI’s output and services are complementary to and consistent with ITIL®
Contents
• What is the Service Desk Certification (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?
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
Certification – the model
INTERVIEWS
ENABLERS RESULTS
People &
Management
Policy&
Strategy
Partnerships&
Resources
PeopleSatisfaction
Results
CustomerSatisfaction
Results
SocialResponsibility
Results
LEADERSHIPPROCESSES
&PROCEDURES
KEYPERFORMANCE
RESULTS
INNOVATION & LEARNING
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 20000
Why benchmark?• Want to be the best you possibly
can
• 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?
Surveillance Audit Group + individual interviewsObjective evidence + improvement
Certification AuditGroup + individual interviewsObjective evidence
What does SDC involve
Audit Assessment Group + individual interviewsConsensus agreement
SDC – the timescales
2 Days
On-site
SCA
9 months
4 Days
On-site
CA
12 months
2 Days
On-site
S1
12 months
2 Days
On-site
S2
12 months
Certification period 3 years
What is the SDI maturity model?
• Scores – must achieve a minimum 2.3 for each concept and 2.5 overall
• 2 x 4* + 5* • 3.75 – 4.0• 3.1 – 3.74• 2.5 – 3.0• 0.5 – 2.4
What business value does SDC deliver?
• SDC positive influence on value• Builds trust, confidence and credibility
• Drives on-going customer focus• Consistent customer experience• Enhanced customer satisfaction
• Increased ITIL process maturity and process outcomes• Process ownership established
• Driver for on-going continual service improvement
What business value does SDC deliver?
• New and revised measures set against industry acknowledged targets
• Greater pride within the service desk and IT workplace
• Drives operational planning (provides insight, guidance and direction)
• Directly influences strategic direction
What is the cost of SDC?
• £4,000 for an assessment/health check only
• £22,500 for assessment, certification and 2 surveillance audits
• Can be split into into 3 yearly payments
• Option to pay for each stage separately
Hints and Tips
• Use a reference site• Build a business case• Engage the team beforehand• Run as a project
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