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Certification Categories IT Governance & Service Management SDI Qualifications

SDI Qualifications
The Service Desk Institute's internationally recognised standards for service desk and IT support professionals set out clear definitions for the key service desk roles and form the basis of the two exceptional qualifications - Service Desk Analyst (SDA) and Service Desk Manager (SDM).
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Service Desk Analyst v9 (SDA)
Build practical problem-solving skills to successfully resolve customer issues and support teams, according to SDI best practices. Learn to effectively connect with customers and colleagues alike.
Skills
  • bullet-pointService Management
  • bullet-pointConflict management
  • bullet-pointCommunication and support
Price
from US$433.00
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Service Desk Manager v8 (SDM)
Develop an understanding of service desk management best practices and build the skills to lead an effective support operation that supports your organization’s strategy and objectives
Skills
  • bullet-pointService desk processes and services
  • bullet-pointPeople and communication
  • bullet-pointManaging customer experience
Price
from US$433.00
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Service Desk Analyst v8 (SDA)
Learn industry best practices, and the key tools, technologies, and core competencies needed to succeed as a service desk or support analyst.
Skills
  • bullet-pointService desk operations
  • bullet-pointCustomer service delivery
  • bullet-pointProcesses and support tools
Price
from US$433.00
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Service Desk Analyst v7 (SDA)
Build the practical knowledge, essential tools, technologies, and core skills required to excel in a service desk or technical support analyst role.
Skills
  • bullet-pointService desk operations
  • bullet-pointCustomer support delivery
  • bullet-pointSupport tools and workflows
Available through Accredited Training Organizations
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Service Desk Manager v6 (SDM)
Cover service desk management best practices and develop the leadership skills needed to run a high-performing support operation that aligns with your organization's goals and strategic priorities.
Skills
  • bullet-pointService desk management
  • bullet-pointCommunication and people management
  • bullet-pointCustomer support practices
Available through Accredited Training Organizations
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