Service Desk Certification - An Introduction
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Transcript of Service Desk Certification - An Introduction
Surprise | Delight | Inspire
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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Join An Elite CommunitySurprise | Delight | Inspire
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