SDI® Certifications

There are three levels of Service Desk Institute career certifications that demonstrate to potential employers that candidates who achieves these certifications not only understand the best practice standard for their specific job role, but that they also have the knowledge on a day-to-day basis directly impacting the efficient running of the service desk.


The Service Desk Institute Certifications primarily refers to the level of experience within the service desk environment as prerequisites. Based on candidates experience in the service desk environment, certifications can be taken in any order of preference.

Service Desk Foundation Certification

The SDF certification serves as the starting point for individuals that requires a practical introduction to the key concepts, skills and competencies needed to deliver professional and effective customer support in a front-line service desk qualification.
The SDF certification is ideal as an on-going in-house induction programme for large service desks with continual intake of new staff and it is primarily aimed at students that are new to the service desk and who are looking to quickly gain essential front-line support experience and customer service skills in an internal or external telephone customer support environment. Successfully passing this examination will result in the attainment of the Service Desk Foundation Certificate.

Service Desk Analyst Certification

The SDA certification provides analysts with the essential skills for delivering an excellent level of customer service and support. It is aimed at front-line IT service and support analysts with some experience in a first-line or second-line service desk environment with less than 9 months experience in an internal or external telephone customer support environment.  Successfully passing this examination will result in the attainment of the Service Desk Analyst Certificate.

Service Desk Senior Analyst

The SDSA training is designed to develop the experienced service desk analyst, in accordance with industry best practice, preparing them to play a more strategic role within the service desk in order to progress to team leader or service desk manager career paths. Before attending this course, it is strongly recommended that candidates have already achieved the Service Desk Analyst certification.  There is no qualification examination associated with this course.

Service Desk Manager Certification

The SDM certification is the highest level of accreditation achievable and provide thorough grounding in the skills required to lead, motivate and manage a service desk team.  This certification is aimed at existing and aspiring service desk managers and supervisors with at least three years’ experience in a service desk environment and who wish to develop their understanding of service desk management best practice and how to run an effective support operation.  Successfully passing this examination will result in the attainment of the Service Desk Manager certification.


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