The Service Desk Certification process looks closely at all aspects of service desk operation in terms of management, staff, resources, tools, training and delivery. It reviews the ongoing development and integration of a number of key ITIL/ITSM processes, including:
- Incident and problem management.
- Change and release management.
- Service level management.
- Availability and capacity management.
- Configuration management.
- Business continuity and financial management.
- Knowledge management.
- Customer relationship management.
The steps towards Service Desk Institute's certification
Once you have established that certification is the appropriate path for you, our auditors will carry out a preliminary assessment of your service desk, providing you with a benchmark for nine key audit areas.
The audit reviews your service desk operation and assesses your 'enablers' and 'results' according to each aspect of the EFQM Excellence Model. The auditor will conduct reviews with your team and customers about their service experiences, review your service level reporting and carry out desk-side observations. Over 300 questions will be asked in order to assess your service desk maturity rating.