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Frequently Asked Questions

Frequently Asked Questions
Please select from the categories below to read FAQs relating to each of our qualification schemes.

Service Desk Institute (SDI) FAQs - Frequently Asked Questions

  • 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.

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  • 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:
    www.apmg-international.com/en/search/ao-search-en.aspx

    Only these organizations and registered partners/affiliates are authorized to deliver SDI training.

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  • 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.

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  • 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.

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  • 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

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  • 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.

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  • 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.

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  • Which languages are SDI examinations available in?

    SDI examinations are currently available in English only.

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  • Which languages are the SDI Professional Standards available in?

    The SDI Professional Standards are currently available in English only.

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  • 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.

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  • What is the structure of the SDI examinations?

    A summary of the structure of the SDI examinations is below:
    www.apmg-international.com/en/qualifications/sdi/service-desk-institute.aspx

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  • How long are the SDI qualifications valid for?

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

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  • 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.

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  • 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

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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  • Can I use the SDI logo?

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

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  • 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:
    www.apmg-international.com/en/search/ao-search-en.aspx

    A trainer application must be submitted by the sponsoring ATO to their relevant APMG-International office.

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  • 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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