ITIL – Assessing Service Desk maturity

Service Desk Performance Assessment

Complete the Service Desk Institute free online Performance Assessment1 to discover the maturity of your service desk
and to establish a benchmark against the SDI International Service Desk Standards2.
You will be given an easy to interpret guide to your current performance and Service Desk maturity levels, including
numerical rankings and a star rating in each of the nine categories3.
The survey consists of 20 questions, based on the full certification audit, and should take around 15 minutes to
complete.

1 http://sdceval.sdi-europe.com/
2 http://www.sdi-europe.com/international-standards/view-sdi-standards/
3 http://www.sdi-europe.com/service-desk-certification/more-about-the-model/

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The SDI Quality Framework
The Model
The EFQM (European Framework For Quality) Model forms the foundation of the SDI Service Desk Certification
standards. The Model was introduced at the beginning of 1992 as the framework for assessing organisations for the
European Quality Award. It has now become the most widely used organisational framework in Europe and it has
become the basis for the majority of international, national and regional accreditation programmes.
The EFQM Excellence Model is a practical tool that can be used in a number of different ways:
„„ As a tool for self-assessment
„„ As a way to benchmark with other organisations
„„ As a guide to identify areas for improvement

The framework is non-prescriptive and based on nine concepts, consisting of five Enablers and four Results. The
Enablers cover what your organisation does; the Results cover what your organisation achieves. Results are caused by
Enablers and Enablers are improved using feedback from Results.

Nine certification concepts

„„ Leadership
„„ Policy and strategy
„„ People and management
„„ Partnerships and resources
„„ Processes
„„ People satisfaction
„„ Customer satisfaction
„„ Performance results
„„ Social responsibility

The EFQM Model is presented in diagram form below. The arrows emphasise the dynamic nature of the Model. They
show innovation and learning helping to improve enablers that in turn lead to improved results:

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