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Based on the Service Desk Institute's (SDI) regularly updated Professional Standards - SDI certifications provide a structured IT service and support career path and progression route.

Certify your ability to:

  • Demonstrate understanding of service desk requirements, skills and best practices to an employer.
  • Positively impact the efficient running of service desk & IT support functions.
  • Increase productivity and customer satisfaction.
  • Train new starters.
  • Aid preparation for service desk audit if required/appropriate.
SDI Analyst Foundation digital badge

Service Desk Analyst (SDA)

Develop your customer service and support competencies.

Service Management, Process Management
Who is SDA for?

Service desk and support analysts with at least 9 months experience in an IT service and support environment. Job roles include:

  • Support Analyst
  • Service Desk Analyst
  • First-line Analyst
  • Second-line Analyst
  • Client Support Technician/Consultant
  • Desktop Support Analyst
  • Customer Support Officer
  • Technical Support Analyst
  • Service Centre Analyst
What are the key things you will learn?
  • The roles and responsibilities of a service desk professional.
  • How to develop and employ the essential skills required for a service desk and support analyst.
  • How to summarize and follow service desk processes.
  • How to identify and describe service desk tools and technologies.
Exam format:
  • Multiple choice
  • 60 questions per paper
  • 39 marks required to pass (out of 60 available) - 65%
  • 60 minutes duration
  • Closed book
SDI Manager digital badge

Service Desk Manager (SDM)

Cultivate exemplary service desk management skills.

Service Management, Process Management, IT Management
Who is SDM for?

Both new and experienced service desk managers, team leaders and supervisors with between 3 and 5 years experience of the service desk environment. Job roles include:

  • Team Leader
  • Supervisor
  • Service Desk Manager
  • Support Manager
  • Service Delivery Manager
  • Customer Service Manager
What are the key things you will learn?
  • How to develop and deliver service desk and support strategies to fully underpin the organization’s business strategy and objectives.
  • How to demonstrate the key leadership and management competencies needed to be a successful Service Desk and Support Manager - to include operational management, organizational change management, human resources, team development, service desk promotion, risk and financial management.
  • How to develop and deliver service desk and support technology strategies to underpin strategic objectives.
  • How to interface the service desk with other IT functions, processes and standards to maximize the efficiency and effectiveness of IT.
  • How to design, contract and deliver service desk processes and services to deliver exceptional customer service and support.
Exam format:
  •     Multiple choice
  •     60 questions per paper
  •     39 marks required to pass (out of 60 available) - 65%
  •     60 minutes duration
  •     Closed book.

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TESTIMONIALS

I learned tons of theory, which I have been putting into practice. I have found the handbook issued during the course an invaluable reference guide and find myself reaching for it often.

Louise Potts, Babcock International

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FAQs

How do I claim my SDI digital badge?

Once you’ve been notified that you’ve passed your exam - you will have the option to create a digital badge in APMG's Candidate Portal.

Visit APMG's Candidate Portal, view your exam results and select 'Create Badge'.

This takes you to the Acclaim website where the digital badges are hosted. You will be guided through the Acclaim account creation process.

Once you have created an account with Acclaim - login into the account and accept your pending badge.

What is a SDI digital badge?

Digital badges allow you to easily showcase your achievements online.

When you pass an exam - you'll instantly have the option to claim a digital badge representing your new certificate.

Your badge can be embedded on an email signature, website, social media or digital CV.

With just one click employers, customers and clients can easily view and verify your credentials and skills.

Please download our digital sharing presentation for more information.

What are the SDI qualifications about?

Administered by APMG-International on behalf of SDI, these industry-proven and internationally recognized certifications are designed to help IT support professionals progress their careers.
The certifications are based on the SDI Professional Standards, reviewed and updated every 3 years by a committee of industry experts, service management professionals and practitioners to reflect the latest industry developments and best practices. These professional standards set out clear definitions for key service desk roles and provide the basis of all SDI training and exams.

How can I train for the SDI examinations?

Training for the SDI qualifications is available via our network of Accredited Training Organizations (ATOs) who are assessed and certified by APMG-International. Details of all SDI ATOs can be found via the accredited organization search function at:https://apmg-international.com/product/sdi
Only these organizations and registered partners/affiliates are authorized to deliver SDI training.

Do I have to receive training to sit the exam?

No, however this is recommended. In addition to receiving accredited training, individuals also have the option of self-study to prepare for the examinations. APMG-International administers public exam sessions around the world to accommodate those who self study.

How do I sit the exams?

The vast majority of SDI accredited training organizations include the examination/s as part of the associated training course. Alternatively, and for individuals that have self-studied, APMG-International administers public exam sessions around the world. Sessions are run at certain APMG-International offices. There are four dedicated centers in the UK for public examinations and in the United States we utilize the public library network to facilitate sessions.

How much does it cost to sit the SDI examinations?

If you are sitting the examinations through an accredited training organization, the costs of the exams are generally included in the course fee. APMG-International use a global pricing structure, so for those sitting exams at a public exam centre, the cost is dependent on where the exams are being sat. To find out the costs in your region, please contact your local APMG-International office or the APMG-International Service Desk on +44 (0)1494 452450 or at:servicedesk@apmg-international.com

Are there any pre-requisites for the SDI examinations?

Candidates should have at least 9 months experience in an IT service and support environment before completing the Analyst examination. Candidates should have between 3 and 5 years’ experience of the service desk environment before completing the Manager examination.

What are the main supporting publications for the SDI exams and where can I find them?

The SDI syllabus and examinations are based on the ‘SDI Professional Standards’. The standards are available to download for free from the SDI website – www.sdi-europe.com/international-standards/view-sdi-standards.

Which languages are SDI examinations available in?

SDI examinations are currently available in Danish, English, Spanish and Latin American Spanish for the Service Desk Analyst level.

Examinations for Service Desk Manager are available in English only.

Which languages are the SDI Professional Standards available in?

The SDI Professional Standards are currently available in English only.

How long will it take to learn the SDI material?

As experience, ability and learning styles differ between individuals it is very difficult to provide a timescale. We suggest you review the standards and have a look through for yourself before deciding how long you need to spend studying.
For those studying with an accredited training organization, each course is generally delivered over 2-3 days.

How long are the SDI qualifications valid for?

Each examination is not valid for a defined period and will not expire.

When can I expect the results of my SDI examination?

SDI examinations can be marked on location after the exam, but this is down to the discretion of the invigilator at the time. Official confirmation will follow from your ATO (or directly from APMG if you self-studied) shortly afterwards.

When will I receive my certificate?

Your certificate will be dispatched to you approximately 2 weeks after we have received your exam paper back into our offices.
Please note that if you have taken your examination via an ATO, certificates will be dispatched based on the preferences that the ATO selected when booking the exam. The ATO can select either an e-certificate or hard copy and whether this type is sent to the ATO or directly to the candidate.
If you have not received your certificate shortly after the above time frame please contact our Customer Interaction Team – servicedesk@apmg-international.com

What are the pass marks for the SDI examinations?

Candidates taking either SDA or SDM exam will need to achieve 39/60 marks(65%) to pass.

What pass mark is required to be eligible to become a SDI Approved Trainer?

To be eligible to apply to become a SDI Approved Trainer, individuals must achieve a score of 87% in the relevant exam.

How do I find out if I scored enough to be eligible to become a trainer?

To find out if you scored enough to be eligible as a trainer, please email servicedesk@apmg-international.com noting your interest. A representative of the Service Desk will be able to advise.

How can I advertise myself as SDI qualified on my business card?

Candidates who have pass the SDI examinations can add “SDI Qualified” on their business cards.

Can I use the SDI logo?

Only organizations and individuals with permission and/or a license are allowed to use the SDI logo.

How do I become an SDI approved trainer?

All SDI trainers must be "sponsored" by an SDI accredited training organization (ATO). Details of all SDI ATOs can be found at:https://apmg-international.com/all-atos
A trainer application must be submitted by the sponsoring ATO to their relevant APMG-International office.

How does my organization become an SDI Accredited Training Organization (ATO)?

An organization wishing to become an SDI ATO must first submit an application form to either the APMG-International service desk or a regional APMG-International office. The organization will then be subject to APMG-International's ATO assessment process.

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