SDI Foundation


SDI Foundation

Learning Objectives

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

Profile of the Customer Service and Support Specialist

The Service Desk



Best Practices

Service Attitude

Business Relationships

Adherence to the Organization's Policies

Service Commitments and Ethics

Target Group

SDI’s SDF qualification exam and training materials are designed for people who are new to, or who are transitioning to, a career in the support industry. Examples of job titles include:

Customer Service and Support Specialist

Customer Service Technician

Service Desk Agent, Technician, or Specialist


Call Screener

IT Support Executive

Technical Support Analyst

Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized service desks. They will have a desire to be recognized for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.


SDI’s SDF qualification recognizes an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer

service, teamwork, ethics, service desk processes, and terminology usage.


The training courseware, examination are accredited by APMG-International

Format of the Examination:

Type: 60 MCQ

Duration: 75 minutes

Supervised: Yes

Open Book: No

Pass Score: 45/60

Delivery: Online

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Call Center: 8002460008