SDI® Foundation


Are you a service desk professional seeking professional development and recognition of your skills? Then the Service Desk Institute’s (SDI’s) professional certifications are for you.

Administered by APMG-International on behalf of SDI®, these industry-proven and internationally recognised certifications can help you get ahead throughout your IT support career. The certifications are based on the SDI Professional Standards, reviewed and updated every 3 years by a committee of industry experts, service management professionals and practitioners to reflect the latest industry developments and best practices. These professional standards set out clear definitions for key service desk roles and provide the basis of all SDI training and exams.

The SDI certifications provide candidates with a structured IT service and support career path and progression route.

Target Audience 

SDI’s SDF qualification exam and training materials are designed for people who are new to, or who are transitioning to, a career in the support industry. Examples of job titles include:

  • Customer Service and Support Specialist
  • Customer Service Technician
  • Service Desk Agent, Technician, or Specialist
  • Dispatcher
  • Call Screener
  • Call Agent
  • IT Support Executive
  • Technical Support Analyst
  • Individuals interested in achieving an SDI qualification will come from all industry sectors across a range of large, medium, and small sized service desks. They will have a desire to be recognized for demonstrating an understanding of the important topics listed in these standards in order to pursue employment and advancement opportunities in the support industry.


SDI’s SDF qualification recognizes an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage.

Ready to Enroll?

Interested in a Classroom training ? Contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.