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Service Desk Manager Qualification
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SDI is an internationally recognized organization that offers both service desk certifications and improvement programs. The certification developed by the Service Desk Institute follows the ITIL and ISO/IEC 20000 standard requirements and validates the professionals’ value for the entire business.

SDI Certification Program Overview

The Service Desk Institute offers professionals an opportunity to gain the Service Desk Manager certificate. The candidates who want to get certified should follow some simple steps:

  • Go through the service desk assessment which represents a two-day evaluation. The applicants will need to demonstrate whether they know how to handle the service desk solutions. Based on their results, they will receive a personalized and detailed improvement report. Therefore, they will quickly identify the most important weaknesses and know what to do to strengthen them.
  • The second step is going through the certification audit. The organizations that want to obtain this accreditation for their employees will need to go through a detailed assessment. Therefore, the Service Desk Institute experts will organize a series of interviews and observations that will help them understand what are the company’s certification needs.
  • The final step is given by the surveillance audit. This means that any organization that gets certified will need to go through an annual surveillance audit that checks whether the certified professionals follow the procedures they learned during the accreditation process. At the end of this process, the organization will receive a report that includes improvement solutions.

The SDI certifications are offered based on a star rating principle, which includes the following levels:

  • 2-star proactive
  • 3-star customer-led
  • 4-star business-led
  • 5-star world-class

The organizations that obtain a proactive 2-star level of maturity demonstrate that they have a high level of proficiency in different areas such as processes and procedures, service strategy, analysis and reporting, performance levels, staff development, and training, or business communications.

Service Desk Manager Certification

The professionals who want to become certified Service Desk Managers will need to develop a solid understanding of how to handle service desk management solutions. They should also gain experience on how to lead service desk operations. The individuals aiming to obtain this certificate will need to get the passing score in one exam, coded SD0-302. By acing it and becoming accredited, one validates the following knowledge and skills:

  • Reviewing the purpose and requirements of a service desk program and leading it to success
  • Examining the requirements necessary for creating an efficient service desk strategy that meets the business goals
  • Understanding which are the skills and competencies that an effective service desk manager should have
  • Being able to cope with the organizational change and being a successful project manager
  • Understanding how to use the teamwork strategy and developing excellent communication skills
  • Being able to recruit valuable team members, follow retention strategies and ensure the staff development
  • Becoming an effective and resilient manager and team leader
  • Evaluating the resources that can be used for developing an effective management strategy
  • Identifying and understanding the challenges and benefits associated with increasing the use of automation and artificial intelligence
  • Exploring the IT management objectives and using them properly to improve business processes
  • Developing a comprehensive and effective quality assurance program and identify the common practices related to this subject
  • Identifying the customer needs and developing a positive customer experience strategy
  • Evaluating the management information and understanding which are the performance results

Preparation Resources for Becoming SDI Certified

The professionals who want to become SDI certified should explore different training materials. Therefore, they have higher chances to pass the certification exam from the first attempt. Below, you can find some examples of available courses and preparation materials:

  • Service Desk Manager – Virtual Course

    This is a virtual course that has a four-day duration. The members can enroll in this class if they pay a registration fee of approximately $2451. This fee is available for members only. In case you are not a member yet, then you will pay a fee of about $2796. This course is dedicated to any professional who wants to become a certified service desk manager and supervisor. The candidates preparing to take this exam are those interested in understanding how to develop service desk management solutions and manage an effective support operation program.

    Any professional who has a minimum of three years of experience working in a service desk environment can enroll in this virtual class. At the end of this program, the attendees are expected to have developed the following skills:

    • Understand what strategies to apply to motivate, lead, and manage a service desk team
    • Finalize the creation of a service desk management toolkit that includes topics related to leadership, employee development, ITSM processes, performance measurement, tools and technologies, and many other concepts covered by the exam blueprint

    The individuals who attend this class will obtain an international qualification which is recognized by Peoplecert. Also, they will become part of a unique group of people who share the same interests and are open to sharing the best practices implemented in other organizations.

  • Study guide “Service Desk Manager Qualification” by IT Solutions

    This book is available on Amazon in different formats. The candidates who want to take the Service Desk Manager certification exam can download it in the Kindle format or buy the paperback version. The author developed this guide following the exam’s blueprint and upgrades it based on the latest changes made by the vendor. This resource includes the latest tips to help professionals pass the certification exam from the first attempt.

  • Study guide “Service Desk Manager’s Crash Course” by Phil Gerbyshak, Alexander Adams, and Make It Great Institute

    This book is different from others thanks to its capacity to help the readers understand how to become an effective service desk manager. The book answers different questions that a service desk manager has. Therefore, the readers will identify the best strategies that help them hire the right people or how to delegate tasks efficiently. The material also includes a series of examples and study cases that help the professionals who want to pass the certification exam get a real perspective on what to expect. This guide helps the candidates check their preparedness status and get used to the exam’s structure.


Becoming a certified service desk manager requires a lot of training and organization. The test-takers should explore different preparation materials that help them understand which topics they should focus on more. Enroll in the official courses to gain hands-on experience and strengthen your knowledge with the help of books to succeed in the test on the first try.

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