Service Transformation and Certification (SDC)
SDI Service Desk Certification (officially known as the Global Best Practice Standard for Service Desk Version 9.0) gives organisations a structured way to assess and improve how they deliver services. As an Affiliated Partner of SDI, we deliver assessments, audits, and ongoing support that drive measurable change across your service operation.
Why SDC Works
The SDI Service Desk Certification programme has been running for over 20 years. It's based on the EFQM model and provides a structured framework for assessing and improving service delivery across leadership, policy, people management, resources, customer experience, and performance management.
What makes SDC effective is that it treats service improvement as interconnected. You can't fix processes without addressing people. You can't improve customer experience without looking at how teams collaborate. The programme forces organisations to consider all of these areas together rather than tackling them in isolation.
SDC isn't just for service desks. It works as a model for broader ITSM and ESM transformation, bringing together business, IT, and technical teams around shared goals.
Key Questions to Consider
Do you know where your service operation actually stands against industry standards?
Are you trying to improve service delivery but struggling to get traction across different teams?
Would an external benchmark help you make the case for investment or demonstrate progress?
Services
Our SDC programmes are structured around your needs, from standalone assessment through to full transformation support:
Assessment
A structured assessment of your current service operation against the SDI standard. This includes a pre-assessment workshop to prepare your team, followed by the formal assessment itself. You get a comprehensive report showing where you stand, what’s working, and where the gaps are. Suitable for organisations that want an independent view of their maturity level and can act on the findings themselves.
Assessment Plus
Everything in the Assessment, plus a structured improvement plan and ongoing support over six months. We work with you to address the gaps identified in the assessment and build towards the standard required for certification. Suitable for organisations without a dedicated ITSM improvement resource or those who want external guidance to keep the momentum going.
Audit Programme
For organisations ready to achieve and maintain formal SDI certification. This includes the pre-assessment workshop, full assessment, certification audit, and a surveillance audit to maintain your certification over a two-year cycle. Suitable for organisations that want external recognition of their service capability and a structured framework to sustain it.
Full Transformation Programme
A multi-year partnership for organisations embedding service excellence as part of a broader IT strategy. This combines assessment, structured improvement support, certification audit, and ongoing surveillance with leadership coaching and transformation guidance. Suitable for organisations that need external leadership to drive significant change and want measurable progress aligned with industry standards.
Benefits
Structured Improvement
A framework that addresses leadership, people, processes, and customer experience together rather than in isolation.
External Accountability
An objective standard and regular checkpoints that keep improvement programmes on track.
Team Development
Builds skills and capabilities for individuals while strengthening collaboration across traditional silos.
Industry Recognition
Certification that demonstrates service capability to leadership, stakeholders, and customers.
Measurable Progress
A baseline to build from, with higher certification levels to work towards over time.
Our Approach
We work with you through a structured programme tailored to your starting point and goals:
Pre-Assessment Workshop - Preparation session to align your team on the SDC standard, what the assessment involves, and how to approach it.
Assessment - A formal review of your service operation against the SDI standard, covering leadership, policy, people, resources, customer experience, and performance management.
Improvement Planning - Practical recommendations and a structured roadmap to address gaps and build towards certification.
Audit and Certification - For organisations pursuing formal recognition, we guide you through the certification audit and ongoing surveillance requirements.
BRC has been involved with the development and delivery of the SDI certification programme for over 20 years. As an Affiliated Partner of SDI, we deliver assessments and audits directly as part of broader ITSM and ESM transformation work.
Get Started
Ready to get started? Contact us to discuss your service improvement goals and how the SDC programme can support your transformation.
Our Approach
Together we’ll find new opportunities and jointly transform your service.
What are the key elements of our consultancy approach..?
01
Discovery
The goal is to quickly build an understanding of the organisation, people and challenges, in order to be able to suggest improvements. This is delivered via interview sessions, individual and group meetings, plus data gathering via survey questionnaires and document sharing.
02
Analysis & Review
This involves a review of discovery materials, plus research and input from industry sources as required. Then work to analyse findings and come up with various risk and decision options and recommendations.
This is delivered with minimal need for client interaction although there are usually one or more feedback and iteration discussions involved.
03
Solutions
Work is concluded by providing feedback on issues and options, with recommendations and interactive decision support to identify the best actions to take. Including, the delivery of a management report, plus an online presentation workshop and other materials as required.
Ongoing support, people support, tools and documentation are available as needed to support project kick-off and to get started on relevant work.
Our Approach
Together we’ll find new opportunities and jointly transform your service.
What are the key elements of our consultancy approach..?
01
Discovery
The goal is to quickly build an understanding of the organisation, people and challenges, in order to be able to suggest improvements. This is delivered via interview sessions, individual and group meetings, plus data gathering via survey questionnaires and document sharing.
02
Analysis & Review
This involves a review of discovery materials, plus research and input from industry sources as required. Then work to analyse findings and come up with various risk and decision options and recommendations.
This is delivered with minimal need for client interaction although there are usually one or more feedback and iteration discussions involved.
03
Solutions
Work is concluded by providing feedback on issues and options, with recommendations and interactive decision support to identify the best actions to take. Including, the delivery of a management report, plus an online presentation workshop and other materials as required.
Ongoing support, people support, tools and documentation are available as needed to support project kick-off and to get started on relevant work.
