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Service Desk Institute (SDI) consulting services

Service Desk Institute (SDI) consulting services

Service Desk Institute (SDI) services from KPMG in India help clients derive value from their existing service desk function, continually improve thei

Service Desk Institute (SDI) services from KPMG in India help clients derive value from th

Service Desk Institute (SDI) services from KPMG in India help clients derive value from their existing service desk function, continually improve their processes in line with IT service management (ITSM) principles and benchmark their activities against SDI standards.

Service Desk Institute practice

SDI is the pioneer and thought leader in service desk services. It is a standard available exclusively for service desk. It is based on the European Foundation for Quality Management (EFQM) model. SDI has over 800 global clients represented by 6000+ professionals. The services are complementary and consistent to other ITSM best practices like ITIL, ISO 20000 and ISO 27001.

KPMG in India offers two types of services around Service Desk Institute (SDI), viz assessment and training.

Key areas where SDI practice makes an impact

  • Assessment (Service Desk certification)

o   Addresses service desk needs in depth It gives benchmarked KPIs/ metrics for evaluation of services

o   Certifying the entire service desk basis a globally accomplished standard

o   Focuses on effective services resulting in healthy CSAT scores.

  • Training (Individual certification)

o   Performance improvement of the service desk staff both at analyst and manager levels

o   Getting the knowledge on the best practice of service desk

o   Certifying the individual on the globally accepted SDI certification

o   Focuses on effective services resulting in healthy CSAT scores.

Service Desk Institute practice offerings

  • Assessment

o  It is carried out in three phases by the SDI lead auditors of KPMG in India, wherein the duration between Phase 1 and Phase 2/3 is approximately nine months

Service Desk Institute (SDI) consulting services

Service Desk Institute (SDI) consulting services inforgraph1

o  Successfully conducted the assessment for an IT service provider for their service desk account of one of the world’s biggest automobile players with the following benefits:

Service Desk Institute (SDI) consulting services

Service Desk Institute (SDI) consulting services inforgraph2
  • Training

o   Successfully conducted Service Desk Manager training for multiple batches of a large Indian IT service provider with excellent customer experience and satisfaction coupled with great value-add.

o   Conducted a three-day classroom training for corporate clients by accredited trainers

o   Service Desk Manager (SDM) and Service Desk Analyst (SDA) training

 Potential benefits of SDI offerings

  • Assessment

o   Competitive advantage with a world class certification

  • Training

o   Alignment of performance issues like Service Level Agreement (SLA), First Time Fix (FTF), and Continual Service Improvement (CSI) initiatives etc.

o   Performance of staff to contribute through collaboration with teams.

 

KPMG in India key differentiators

  • Focus – not just on the content but also on the delivery methodology
  • SDI partner – KPMG in India is the only accredited assessment partner of SDI in India
  • Lead auditors – KPMG in India has accredited lead auditors from SDI for the assessment
  • Hands-on experience – in assessing and rating various types of service desks
  • Accredited trainers – for conducting SDA and SDM trainings for corporates.

Contact us: in-fmitsm@Kpmg.com

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