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Service Desk Institute Certification

Information Services have embarked on the Service Desk Institute Certification service improvement programme driven by our goal to change the perception of IT services and demonstrate value to our customers.  It demonstrates our commitment to place staff and students needs at the heart of everything we do.  And will underpin our high level of professionalism, excellence and commitment to the support of our University students and staff.

The Service Desk Certification (SDC) programme run by the Service Desk Institute (SDI) is the international standard for IT Service quality, which will benchmark our service against global industry standards.

Our SDI Journey

In March 2019 an auditor from SDI met with staff from Information Services undertaking an initial IT assessment.  Customers and stakeholders were interviewed, thus forming an initial benchmark on how Information Services conformed to the SDI Standard.  Key areas for development were highlighted, which will be used as a basis for a service improvement programme.

The SDI audit recommendations will continue to be used as a driver for further improvements and staff development.  Information Services will now work towards the next level of certification, to be a “2 Star - Proactive Led” service which we aim to complete by June 2020.

Further information on The Service Desk Institute’s certification programme can be found here

Last Updated - 02Sep19