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One of the best tools we offer that you can use to map your own improvement journey is the globally recognized Best Practice Standard. The Best Practice Standard is designed to look closely at all aspects of the service desk operation including management, customer service, resources, tools, training, strategy and continual service improvement.

One of the best tools we offer that you can use to map your own improvement journey is the globally recognized Best Practice Standard. The Best Practice Standard is designed to look closely at all aspects of the service desk operation including management, customer service, resources, tools, training, strategy and continual service improvement.

By benchmarking your service against the criteria in each of the nine concepts, you can give your service a baseline from which to measure future improvements or changes. The Best Practice Standard provides a clear and measurable set of benchmarks for your service desk operation, many of which are not included in ISO/IEC 20000.

Benefits

Driver of continual improvement By allowing your organization to formally assess the capability of your IT service and support function through our thorough auditing process you are able to identify areas and methods for improvement. The audit poses a series of questions around the 9 criteria of the standard and builds a picture of your organization. It challenges you to look afresh at your IT service operation, examining what you deliver and how.

Skills development tool Certification allows individuals and teams to explore and acquire new skills, thus building their capacity for delivering service excellence. The program provides advice and guidance, at every assessment stage, on a whole range of tools and techniques that can be used to deliver exceptional IT support. In this way, both individuals and teams can learn new skills and gain greater understanding of how they can be used to build a truly excellent service desk.

Independent validation and certification Organizations who seek formal accreditation against the service desk standard via service desk certification are able to demonstrate their competence, identify key areas for improvement and celebrate their success. Those organizations successfully assessed are formally certified, presented with an SDI Certification Award and encouraged to display the SDI Certified Service Desk logo as recognition of excellence and achievement.

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