service desk certification - what is it and why should your service desk become certified?

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Surprise | Delight | Inspire Sarah Burns Head of Service Desk Certification

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Surprise | Delight | Inspire

Sarah BurnsHead of Service Desk Certification

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

Audit report

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

Certified service desks

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

Questions