The SDI (Service Desk Institute) is an organisation which provides a worldwide network for IT Service Professionals. It works to advise, inspire, and motivate Service Desk Professionals to follow industry best practice in IT Service and Support. SDI training courses strive to help professionals enhance their abilities and skills in their chosen discipline.
Service Desk Institute is the leading professional body for everyone working in the IT service and support industry. Service Desk Institute has been connecting IT service professionals across the globe since 1988.
The SDI Service Desk Analyst course ensures analysts work to consistent, industry recognized standards and in line with best practice guidelines. It reviews the four key concepts covered in the standards: Professionalism and Roles, Analyst Skills, Process, Supported technologies and enabling tools, on which are based the skills, competencies and knowledge that a Service Desk analyst requires in order to deliver professional and effective support. The course is based upon the standards and objectives for SDI©'s Service Desk Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam. Students will receive an SDI© Service Desk Analyst classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
SDI© Service Desk Manager is designed for existing and aspiring service desk managers and supervisors who intend to enhance their managerial and team management skills. This course covers a wide rage of domain to build a professional Service Desk Manager. The students will equip with the essential management capability to lead and build a sustainable service desk team. Additionally, this course encompasses service management best practices that provides the students with essential process and tool knowledge to attain efficient, effective and economical service desk processes It addresses the support methodologies, technologies and tools utilised within the service desk. It reviews key issues such as: service level agreements; the benefits and pitfalls and the importance of metrics; the implementation of service management processes. The course encourages students to participate in group exercises and discussions in order to inject real life experience in the modern Service Desk. Students are encouraged to debate on the skills, knowledge and best practices learnt during the class against the actual application of the information learnt through exercise and case study.
The SDI guides and connects IT Service Professionals, creating a community for all those working in the IT Service and Support Industry. The company was founded in 1988 and has since been utilised by thousands of Service Desk professionals and companies in over 150 countries across the globe. The SDI’s sole aim is to enhance the knowledge, understanding and skills of Service Desk Professionals everywhere. SDI training courses provide these professionals with all they require to improve.
Service Desk Institute sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards which form the basis for the SDI professional qualifications programme and the service desk certification programme.
Service Desk Institute is passionate about helping service desks make a difference and realise their full potential, we promise to deliver exceptional, fun and inspirational customer experiences and support, guide and educate those committed to their own service improvement journey.
Popular courses are SDI Service Desk Analyst SDA
