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SDI® Certification - Service Desk Institute

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Service Desk Institute Logo The Service Desk Institute’s (SDI’s) professional certifications, based on SDI’s regularly-updated Professional Standards, are for you if you want to provide a gold standard service desk function enabled by a qualification which is industry recognised.

Administered by APMG International on behalf of SDI, the standards are reviewed and updated every 3 years by a committee of industry experts, service management professionals and practitioners. The world-class qualifications reflect the latest industry developments and best practices.

The Service Desk Analyst or Service Desk Manager certifications provide candidates with a structured IT service and support career path and progression route.

In addition, SDI host a popular ‘Service Desk Community’ offering members ongoing support and inspiration in the workplace as well as a range of awards and networking events on a regular basis.


View/download our SDI Certification Overview Leaflet.

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Benefits for Individuals

  • Qualifications designed specifically for their roles.
  • Three levels provide a structured career path and progression route.
  • Ability to demonstrate understanding of service desk requirements, skills and best practices to an employer.
  • Industry generic allowing skills to be applied outside of current organisation.
  • Source of continued professional development for IT support profession.

Benefits for Organizations

  • Staff equipped with skills and knowledge of best practices specific to roles.
  • Positive impact on the efficient running of service desk & IT support functions.
  • Increased productivity and customer satisfaction.
  • Excellent for training new starters.
  • Aids preparation for service desk audit if required/appropriate.

Service Desk Analyst (SDA)

Aimed at service desk and support analysts with at least 9 months experience in an IT service and support environment. Training and certification provides essential development and a recognized certification.

  • Multiple choice
  • 60 questions per paper
  • 39 marks required to pass (out of 60 available) - 65%
  • 60 minutes duration
  • Closed book.

Service Desk Manager (SDM)

Designed for both new and experienced service desk managers, team leaders and supervisors with between 3 and 5 years experience of the service desk environment.

  • Multiple choice
  • 60 questions per paper
  • 39 marks required to pass (out of 60 available) - 65%
  • 60 minutes duration
  • Closed book.

The exams are based on the SDI standards governing the certifications. The standards are available to download free from the SDI website at: