Service Desk Institute

The Service Desk Institute (SDI) has been connecting IT service professionals across the world since 1988 and is the leading global community for everyone working in the IT service and support industry. Our mission is to inspire service desks and service desk professionals to be brilliant.

Service Desk Institute is in a unique position as the creators of the professional standards that all of SDI's qualification training courses and workshops are built on. We are passionate about inspiring service desks to be brilliant and believe that continual training is fundamental in achieving this. Training is offered in Kuala Lumpur, Klang Valley, Penang, Johor as well as any locations in Malaysia.

The SDI Service Desk Analyst course ensures analysts work to consistent, industry recognized standards and in line with best practice guidelines. It reviews the four key concepts covered in the standards: Professionalism and Roles, Analyst Skills, Process, Supported technologies and enabling tools, on which are based the skills, competencies and knowledge that a Service Desk analyst requires in order to deliver professional and effective support. The course is based upon the standards and objectives for SDI©'s Service Desk Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDA exam. Students will receive an SDI© Service Desk Analyst classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

SDI© Service Desk Manager is designed for existing and aspiring service desk managers and supervisors who intend to enhance their managerial and team management skills. This course covers a wide rage of domain to build a professional Service Desk Manager. The students will equip with the essential management capability to lead and build a sustainable service desk team. Additionally, this course encompasses service management best practices that provides the students with essential process and tool knowledge to attain efficient, effective and economical service desk processes It addresses the support methodologies, technologies and tools utilised within the service desk. It reviews key issues such as: service level agreements; the benefits and pitfalls and the importance of metrics; the implementation of service management processes. The course encourages students to participate in group exercises and discussions in order to inject real life experience in the modern Service Desk. Students are encouraged to debate on the skills, knowledge and best practices learnt during the class against the actual application of the information learnt through exercise and case study.