The SDI Service Desk and Support Manager qualification recognizes an individual’s knowledge of the competency requirements
and skills required to be a manager of a service desk.
The Service Desk and Support Manager exam is based on the SDI SDM standard. The competencies required for each SDI
qualification were identified and approved by the SDI International Committee for Individual Standards, a group of industry
experts and experienced practitioners from several organizations, in order to:
• Establish an international benchmark to recognizes the breadth of knowledge required to successfully fulfil the role
• Document the necessary skills
• Provide a mechanism to recognizes and develop the breadth of knowledge required for developing individuals aligned to
international industry standards
• Provide leadership to the IT support industry by providing a recognized qualification in IT customer service and suppor
