The Service Desk Institute Certifications

The Service Desk Institute is a leading institute that provides a number of services for IT service desk professionals. By delivering research, online networking communities, the best practice standards, cost-efficient certification programs, news updates and consultancy services, SDI hopes to provide IT desk professionals all they need to advance in their career.

Certifications overview

One of the services they offer as part of their training is certifications. SDI’s certifications are proven and recognized worldwide, specifically designed to support the career of an IT desk professional. To keep their certifications in a high quality, all of SDI’s certifications are based on the SDI Professional Standards, and are reviewed and renewed every 3 years to ensure that they cover the latest developments in the field.

The certifications of the SDI are vocational and will test the candidate’s practical knowledge within the working environment. A candidate who acquires an SDI certification is able to show that they have a complete understanding of the best practice standards that come with their position, as well as the knowledge, skill and competence to apply these standards every day. As such, the SDI program will provide candidates with a structured IT service and supported career path that helps them further develop their skills as they advance in their career.

Available certifications

SDI offers 4 particular certifications as part of their training program. These 4 certifications are:

  • Service Desk Foundation
  • Service Desk Analyst
  • Service Desk Senior Analyst
  • Service Desk Manager

The Service Desk Foundation is a certification that is recommended for analysts and customer service staff with less than 9 months experience working in a customer service support environment, be it internal or external.

The Service Desk Analyst certification is designed for service desk and support analysts with at least 9 months experience in IT service and support environment.

The Service Desk Senior Analyst is made for the more experienced service desk analysts who wish to further progress through their career. This course is recommended particularly for those who already passed the previous Service Desk Analyst certification. Note that this certification will not test the candidate with a qualification exam.

The Service Desk Manager is the last available certification SDI has. This certification is available for both new and experienced service desk managers, team leaders and supervisors who have          3 to 5 years of service desk experience under their belt.


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