Our 4* Service Desk Certification (SDC) is something we at UKN Group are very proud of - I’ve been accused of going on about it too much by some of my friends and family! Now a year on from attaining the heights of SDI accreditation, I thought I would share what this has meant to our clients and to the team as a whole.
4* Service Desk Accreditation – The Journey
The Service Desk Institute (SDI) Certification forces us as a Service Team to perform to a high standard, to continually analyse the service we provide and to strive to improve that service. SDI standards focus on the following areas:
- Policy and Strategy,
- People and Management,
- Partnership and Resources,
- People Satisfaction,
- Customer Satisfaction,
- Social Responsibility,
- Performance Results.
We started the process of gaining 4 Star SDC back in April 2010 with a preliminary assessment by the SDI auditors. This provided us with a benchmark for each of the 9 key areas and recommendations for making improvements.
Six months later the SDI auditors were back at UKN Service Desk to a see how their recommendations had been implemented and we were awarded the 2 Star Service Desk Accreditation.
April 2012 saw us gain our 3 Star Accreditation following the surveillance audit 1, and less than a year later we narrowly missed out on 4 Star Accreditation after surveillance audit 2. Of course, UKN Group retained our 3 Star SDC and so too a renewed commitment to gaining 4 Star at our next surveillance audit.
In May last year we were delighted to be awarded 4 Star Accreditation by the Service Desk Institute, one of only 5 service desk providers globally! At the time SDI's Master Auditor, Howard Kendall said:
"An excellent result at 4* demonstrating consistent ongoing improvements. There are so many positive initiatives going on, such as an apprentice program, and the UKN rising stars, that we are confident that the lure of a further 4* rating and the potential for 5* will continue to motivate UKN's teams. So pleasing to see such progressive quality improvement.”
So What Does This Mean To Our Clients?
Essentially it means they receive an improved service, the SDI standards dictate we regularly analyse our performance results, our customer satisfaction, the tools we use to provide the service and our processes. It also ensures we improve on these processes on a continual basis and the knock gain is passed onto our clients.
For example, we’ve seen real improvements in the service desk's performance: a 28% drop in incidents reported due to the implementation of problem management. This naturally benefits both our clients and our team.
If you would like to find out more about what we do for our clients, have a look at our case studies.