Service Desk Analyst (SDA)

Professional Standard

Version 8.0
Copyright Notice

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SDI® Service Desk Manager Standard v8.0

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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SDI® Service Desk Analyst (SDA)

Contents Page

About SDI 3
Acknowledgements 4
SDI Service Desk Analyst Professional Standard Introduction 5
Purpose 6
Qualification Objectives 6
Qualification Target Audience 7
Prerequisites for Taking the Exam 7
Qualification Structure & Weighting 7

SDA Professional Standard

Professionalism 8
Analyst Skills 20
Processes. Practices and Procedures 42
Resources 72

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SDI® Service Desk Institute

About SDI

The Service Desk Institute (SDI) produces internationally recognised standards for service desk and IT
support professionals which set out clear definitions for the key service desk roles of both the Service Desk
Analyst and Service Desk Manager.

These internationally recognised standards created by industry experts from around the world form the
basis of SDI’s Service Desk Manager (SDM) and Service Desk Analyst (SDA) training courses and exams,
managed by Peoplecert.

SDI also produce the Global Best Practice Standard for Service Desk (Best Practice Standard), of which the
SDA and SDM Professional Standards are aligned.

First introduced in 2000, the Global Best Practice Standard for Service Desk (Best Practice Standard) is the
only globally recognized standard created specifically for service desks. Designed to improve the
effectiveness of IT service and support, the Best Practice Standard provides a quality reference model that
is recognized as the industry standard worldwide.

Based on existing international quality reference models such as the EFQM Excellence Model and ISO 9000
this standard provides clear, practical, and measurable best practice criteria for the service desk, much of
which is not included in ITIL® or ISO/IEC 20000. Indeed, many organizations look to comply with SDI’s Best
Practice Standard in order to complement and prepare themselves for the broader scope presented by
ISO/IEC 20000.

This globally recognized Best Practice Standard provides a means to assess a service desk’s maturity in
order to improve its effectiveness and demonstrate its value to the organization.

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Acknowledgements

The following people have contributed to the development of the SDI Service Desk Analyst (SDA)
Professional Standard (v8.0):

Lynne Nash John Noctor Carla Thornley

Customer Service Expert Service Management Consultant & University of Oxford

& Trainer Trainer ITSM Expert & Trainer

Jamie Bell Ariana Bucio Susan Storey

Service Desk Institute BP Gurus Service Management Consultant &

Service Desk Expert Service Management Expert Trainer

Lisa Laws Tessa Troubridge David Wright

QA Service Desk Institute Service Desk Institute

Service Management Consultant Chief Executive Officer Chief Value & Innovation Officer

Mauricio Corona, Ph.D.

Barclay Rae Tony Albert

BP Gurus
ITIL 4 Author & Service Reetus
ITIL 4 Author & Service
Management Consultant Service Management Consultant
Management Consultant

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SDI® Service Desk Analyst (SDA) Professional Standard
Introduction

This document contains the SDI Service Desk Analyst (SDA) Professional Standard. It provides the
information, the requirements and the guidance necessary for test creators, curriculum developers, test
takers and test administrators.

SDI bases its certifications on open, international industry standards and is independent of any training
curriculum.

Open – means that the Professional Standard is published in order to allow organizations to use them to
improve their services, for individuals to study the Standard in preparation for an exam, and for training
and consulting providers to develop offerings that align with the Standard.

International – means that a committee of professionals with international experience and/or who work
for global organizations have developed the Standard, and that the Standard is recognized in the global
market.

Industry – refers to the service and support industry, which focuses on the internal support of information
technology, external support organizations, shared service environments and service providers.

Standard – defines the knowledge that a support professional in a specific role is expected to know, and a
set of best practices within a service desk.

SDI is committed to defining standards for support professional roles. In today’s business environment,
customers want educated and qualified professionals to support their business needs.

SDI qualifications provide:

• Validation of current knowledge and skill sets

• Evidence of excellence achieved

• Professional development

• Personal pride

• Credentials that travel

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Purpose

The Service Desk Analyst (SDA) exam is based on the Service Desk Analyst (SDA) Professional Standard.

The competencies required for each SDI qualification were identified and approved by the SDI International
Committee for Professional Standards, a group of industry experts and experienced practitioners from
several organizations, in order to:

• Establish an international benchmark that recognize and develops the breadth of knowledge
required to successfully fulfil relevant roles

• Document the skills needed to deliver consistent, high quality service and support

• Provide a mechanism, aligned to international industry standards, for the development of people
working in the IT service and support industry

• Provide leadership to the IT service and support industry by providing professional qualifications in
IT service and support

The SDI Service Desk Analyst (SDA) Professional Standard qualification is an open qualification that is
independent of any other training curriculum. SDI is the administrator, facilitator and arbitrator of the
Service Desk Manager (SDA) Professional Standard. The exams are independently administered and
proctored by PeopleCert.

Qualification Objectives

The SDI Service Desk Analyst (SDA) Professional Standard defines the skills required by service desk
analysts. The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s
knowledge of customer service and support competencies and certifies that they have the skills required to
work within the IT service and support industry. Individuals passing an SDI exam can be expected to:

• Demonstrate understanding of the roles and responsibilities of a service desk professional

• Develop and employ the essential skills required for a service desk analyst

• Summarize and follow service desk processes and practices

• Identify and describe service desk tools and technologies

Name of the Qualification:

SDI Service Desk Analyst (SDA)

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Qualification Target Audience

The Service Desk Analyst (SDA) qualification course is for front-line IT service and support analysts with
some experience working in a service desk environment. This course will help analysts who are looking to
grow in their role and gain a recognized qualification in their profession, develop practical skills while
earning a certificate that endorses their commitment and knowledge.

Individuals interested in achieving the Service Desk Analyst (SDA) qualification will come from all industry
sectors across a range of large, medium and small sized service desks. They will have a desire for their
knowledge of the important topics covered in the Service Desk Analyst (SDA) Professional Standard to be
recognized in order to pursue employment and advancement opportunities in the IT service and support
industry.

Prerequisites for Taking the Exam

Prerequisites for passing the exam will include a working knowledge and understanding of the
demands placed on a service desk, the standard process requirements for many support
operations and the technology available to service desk staff. Individuals should not attempt to
take the exam unless they:

• Have a working knowledge of the IT service and support industry

• Have a working knowledge of the Service Desk Analyst (SDA) Professional Standard

• Have a desire to work within an IT service and support role

• Have attended the Service Desk Analyst (SDA) qualification course delivered by a
PeopleCert accredited training organization

Qualification Structure and Weighting

Concept SDA Weighting %

Professionalism and Roles 20%

Analyst Skills 35%
Process 35%
Supported Technology and Enabling Tools 10%

Total: 100%

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.1 1.1.1 The purpose of the service desk is to serve as the

The Service Desk Explain the purpose of entry point and on-going single point of contact
the service desk (SPOC) for all IT support related interactions.

1.1.2 The activities of the service desk are:

Identify the activities of
the service desk that • Deliver services that support business
demonstrate its value objectives and outcomes

• Ensure customer interactions are managed

efficiently and effectively

• Provide a clear communication channel

between customers and the IT organization

• Manage customer expectations

• Identify and initiate service improvement

initiatives

• Set the standard of behavior for customer

engagement

• Adhere to the organization's policies and

processes and develop effective procedures

• Adhere to, promote and support the

organization's information security policies

• Manage feedback relating to IT service and

support delivery issues

• Contribute to knowledge creation and

maintenance

• Promote a culture of continual improvement

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.1.3 The role of service desk leadership and management

Explain the role of service is to:
desk leadership &
management • Promote the value of the service desk to the
organization

• Lead inspire and manage the team effectively

• Set and communicate service desk goals and

targets that align with the organization's
business objectives

• Recruit and develop individuals in line with

organizational requirements

• Ensure that service desk activities are

integrated with all relevant practices and
processes

• Ensure that service quality is managed

through effective governance

• Understand the quality and cost effectiveness

of service provision

• Encourage a culture of continual

improvement

• Represent the service desk at strategic and

operational levels

1.2 1.2.1 The role of the Service Desk Analyst is:

The Service Desk Explain the role of the
Analyst Service Desk Analyst • Professionally represent the IT organization
to the customer

• Act as the voice of the customer to the IT

organization

• Consistently deliver a quality customer

experience

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.2.2 The responsibilities of the Service Desk Analyst are to:

Identify the
responsibilities of the • Manage the customer experience and
Service Desk Analyst expectations throughout the life cycle of
service desk interactions

• Provide appropriate levels of support in line

with service desk policies and procedures

• Document customer interactions accurately

and consistently

• Maintain and share knowledge of supported

products and services

• Ensure service consistency by following

policies, processes, and procedures

• Communicate effectively with all

stakeholders

• Promote products and services that are

available

• Maintain an understanding of the whole

organization and customers of the service
desk

1.3 1.3.1 Sources of service desk and IT methodologies and

Best Practice Identify sources of service best practice include but are not limited to:
desk and IT
methodologies and best • SDI Global Best Practice Standard for Service
practice Desk

• ITIL® Framework

• ISO/IEC 20001 – IT Service Management

• ISO 9001 – Quality Management Systems

• ISO/IEC 27001 – Information Security

Management Systems

• DevOps

• SIAM

• Agile

• Lean

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.3.2 Methods for maintaining knowledge of industry best

Maintain knowledge of IT practice include:
standards, frameworks,
and methodologies • Attend courses, seminars, and industry
events

• Subscribe to industry related publications

• Join and participate in industry related

groups

1.4 1.4.1 The purpose of organizational policies includes:

Policies and Understand the purpose
Governance of organizational policies • Setting clear expectations and boundaries
employees must work within

• Delivering service and support within

corporate and legal parameters

• Protecting the organization from litigation

• Providing a safe working environment

• Protecting data

• Avoiding damage to business reputation

1.4.2 Some examples of areas covered by organizational

Identify some examples policies include but are not restricted to:
of areas covered by
organizational policies • Health and safety

• Environmental protection

• Diversity and inclusion

• Acceptable behavior

• Information security and data protection

• Acceptable use of IT equipment

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.5 1.5.1 Personal accountability means to:

Personal Explain personal
Accountability accountability • Take ownership of customer interactions

• Be open, fair, and honest

• Be an effective team member

• Admit to mistakes and errors openly and

honestly

• Be on time

• Adhere to the organization's behavioral

guidelines and demonstrate organizational
values

1.5.2 Following best practice and documented processes

Explain why following and procedures:
best practice and
documented processes • Improves the quality of the service
and procedures benefits
customers and the • Delivers a consistent customer experience
service desk
• Contributes to improved efficiencies and
productivity

• Establishes credibility for analysts and the

service desk

1.5.3 To make and honor commitments:

Identify the importance of
making and honoring • Establishes credibility for individuals, the
commitments team, and the organization

• Improves employee morale

• Builds trust and customer confidence

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.5.4 To protect and enhance the image of the

Describe how to protect organization:
and enhance the image of
the service desk • Keep customers advised of the steps being
taken to resolve their issue

• Give customers accurate information without

blaming other organizations or departments

• Focus the customer on the resolution of the

issue

• Demonstrate professionalism and promote

positive results to increase customer
confidence in the service desk

• Be aware of personal conduct outside of the

service desk and the work environment that
could affect the organization’s image

• Engage with customers and colleagues to

build and maintain relationships

1.6 1.6.1 Attribute:

Service Attitude Explain the terms:
attributes, skills and • A quality, trait or characteristic
knowledge
Skill:

• The ability to do something well

Knowledge:

• The awareness or possession of information

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.6.2 The characteristics of a good service attitude:

List the characteristics of
a good service attitude • Take ownership of issues and efficiently
monitor them through to resolution

• Be accountable and responsible for your

actions

• Convey a sincere willingness to help

• Maintain a positive attitude

• Treat all customers with respect and courtesy

• Focus attention on the customer

• Focus on your organization’s business needs

while providing customers with the best
possible service

1.6.3 The impact of a good service attitude:

Recognize the impact of a
good service attitude • Sets expectations for a positive customer
experience

• Creates a positive perception of the service

desk

• Helps to gain the customer’s confidence and

trust

• Builds rapport that encourages customers to

return

• A good service attitude is contagious

• Enhances the customer experience

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.6.4 The skills required to provide excellent customer

Describe the skills service include:
required to deliver
excellent customer • Listening to the customer
service
• Conveying empathy

• Realizing that customer needs and

expectations may differ

• Applying processes and procedures

appropriately

• Encouraging excellent customer service in

others

• Honoring commitments made

1.7 1.7.1 The basic concepts of teamwork include:

Teamwork Recognize the basic
concepts of teamwork • Working together to accomplish common
goals

• Knowledge and resources are shared to the

benefit of the team

• Actively listening to other team members

• Staff expressing appreciation and

acknowledgement of the contribution of
others

• Working with and building relationships with

other teams

• Recognizing and effectively utilizing the

different strengths and skills of individuals
within a team

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.7.2 The responsibilities of people working in a team

Describe the environment are to:
responsibilities of people
working in a team • Engage, contribute, and collaborate in team
environment activities

• Respect other team members

• Be open-minded to other team members’

ideas

• Be punctual

• Share knowledge

• Take personal accountability for actions

• Raise concerns and challenges respectfully

and constructively

1.7.3 The benefits of teamwork include:

List the benefits of
teamwork • Team members buy in to team decisions

• Improved morale, motivation, and job

satisfaction

• Increased flexibility of team members

• Delivering a consistent quality of service

• Building a knowledgeable team with the skills

required to support a wide range of products

• Improving the capabilities of the team

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.7.4 Successful teams:

List the characteristics of
an effective team • Achieve goals and meet targets, objectives,
and customer expectations

• Demonstrate trust

• Contribute to and share knowledge

• Receive effective support and direction from

management and leadership

• Support internal skills development

• Recognize team and individual achievements

• Communicate effectively inside and outside

the team

• Maintain processes and procedures to

ensure service quality

• Are encouraged to participate in decision

making

• Are valued by stakeholders

1.7.5 Examples of features found in a supportive workplace

List the features found in include:
a supportive workplace
• Rapport among team members

• Empowerment from management

• Willingness to help each other

• Continual service improvement practices are

embedded

Team members:

• Are responsible and reliable

• Learn from one another

• Share knowledge

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.8 1.8.1 To establish effective relationships with others in your

Business List behaviors for organization:
Relationships establishing and
maintaining effective • Treat everyone with respect and courtesy
relationships
• Focus on positive outcomes

• Understand the roles and responsibilities of

other teams

• Explain the role and responsibilities of your

team to stakeholders

• Share information and knowledge

1.8.2 To establish effective relationships with customers:

List behaviors for
establishing effective • Understand their needs and manage their
relationships with expectations
customers
• Build rapport

• Be consistent

• Have an understanding of their business

• Maintain a positive attitude

• Take ownership

• Be confident

• Use an appropriate communication method

1.9 1.9.1 To be sensitive to and respect other cultures:

Cultural Demonstrate sensitivity
Awareness and respect for other • Accept and respect the value of different
cultures approaches

• Acknowledge and understand the impact of

unconscious bias

• Avoid imposing your own values and beliefs

• Recognize the value of cultural diversity

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1. Professionalism
Range of knowledge and understanding
Topic Competency
(not exhaustive)

1.9.2 To communicate effectively across cultures:

Practice techniques for
communicating cross- • Identify appropriate channels of
culturally communication

• Use appropriate and clear language

• Check your understanding more often than

usual

• Seek assistance if you have difficulty

communicating

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.1 2.1.1 Methods of communication include:

Communication Describe ways people
communicate • Speaking and listening

• Reading and writing

• Observing body language

2.1.2 Formal communication:

Identify the difference
between formal and • The customer’s title and family name are
informal used
communications
• The terminology and language used are
business orientated

• There is little or no social discussion

Informal communication:

• The customer’s first name is used

• Titles are not used

• Social discussion occurs

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.1.3 Common examples of barriers to effective

Recognize barriers to communication include:
effective communication
• Pace and rate of speech that is too fast

• Previous experience with the service desk

or customer

• Mismatch of expectations

• Mismatch of technical expertise

• Unconscious bias

• Language, dialect, and accent

• Asking the wrong questions

• Using inappropriate terminology

• Background noise

• Stress

• Poor technology

• Inappropriate choice of channel

• Inappropriate timing

2.2 2.2.1 Principles of good verbal skills include:

Verbal and Non- Explain the principles of
Verbal good verbal skills • Speaking clearly and concisely
Communication Skills
• Adapting to the customer’s communication
style to aid understanding

• Minimizing ambiguity

• Being professional and use humor

appropriately

• Avoiding the use of slang

• Avoiding verbal tics

• Expressing appropriate empathy

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.2.2 Principles of good non-verbal communication skills

Explain the principles of include:
good non-verbal
communication skills • Understanding the impact of body language
- e.g. Eye contact, facial expressions,
gestures, posture and body orientation,
space, and distance

• Understanding the impact of tone of voice

and silence

• Understanding the impact of symbols and

emojis

2.3 2.3.1 The principles of active listening include:

Listening Skills Describe the principles
of active listening • Being emotionally and physically prepared
to listen to and focus on the speaker

• Minimizing distractions

• Avoiding the temptation to interrupt

• Pausing before replying

• Taking notes and making reference to them

• Using verbal attends

• Understanding the real feelings or

intentions behind what is said

• Paraphrasing for clarification

• Repeating for verification

2.3.2 Paraphrasing means to re-state what the customer

Describe paraphrasing said in your own words.
and its importance
Paraphrasing is important because it:

• Shows the customer that they are being

listened to and understood

• Gives the customer the opportunity to

agree or disagree with the analyst’s
understanding

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.3.3 The benefits of active listening include:

Explain the benefits of
active listening • Improved ability of the analyst to identify
and address a customer’s emotional state

• More effective analysis of customer needs

• Improved customer experience

• Establishing credibility for the analyst and

the service desk

• Optimized call time

• Reduced stress for analysts and customers

• Reduced resolution time

• Increased accuracy

2.3.4 Barriers to listening and understanding include:

Recognize barriers to
listening and • Speed of thinking
understanding
• Outside distractions

• Personal listening habits

• Rationalizing

• Omission

• Transformation of detail - e.g. Changing the

order of events

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.4 2.4.1 Using correct grammar and spelling is important

Written Recognize why using because it:
Communications correct grammar and
Skills spelling is important in • Reflects well on the organization and the
written communications analyst
and documentation
• Allows data to be reused by knowledge
management without extensive editing

• Demonstrates professionalism

• Reduces confusion, misunderstanding and

misinterpretation

• Provides clarity for issues being passed to

other support teams

• Improves understanding for the reader

2.4.2 To write effective business communications and

Identify the elements documentation:
required for writing
professional business • Use business style language
communications and
documentation • Write clearly and concisely

• Use grammar correctly

• Use punctuation correctly

• Take the time to proof-read your

communication

• Pay careful attention to the email

distribution list

• Avoid using email for any difficult, sensitive,

or confrontational issues

• Be mindful of the appropriate use of

acronyms, capitalization, emojis, and
symbols

• Avoid using slang

• Keep references about other people or

organizations appropriate

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.5 2.5.1 The difference between open and closed questions:

Questioning Skills Explain the difference
between open and Open questions:
closed questioning
• Invite description and elaboration

• Are intended to draw more information

from customers

Closed questions:

• Seek ‘yes’, ‘no’, or short responses

• Focus the customer and limit the response

• Are intended to obtain specific information

• Confirm the facts

2.5.2 Structured questioning means to:

Explain the structured
questioning technique • Use prescriptive questions in a certain
order to ensure accurate arrival at a specific
outcome

• Follow a sequenced string of questions with

decision points, to rapidly identify the issue
the customer is experiencing

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.6 2.6.1 The skills required for effective problem solving

Problem Solving Explain the skills include:
required for effective
problem solving • Creative thinking

• Inductive reasoning

• Deductive reasoning

• Critical thinking

• Effective communication to understand the

issue and verify the facts

• Effective identification and use of

knowledge

• Appropriate use of procedures - e.g.

escalation

• Effective decision making

2.6.2 The following steps are used in problem-solving:

List the steps in a typical
problem-solving • Understand what is happening to identify
technique the problem

• Gather and document relevant information

• Identify the possible causes

• Test the most probable or simplest cause

• Develop a plan and implement a solution

• Observe and evaluate the results of the

plan

• Document in detail how the problem was

analyzed and solved

2.7 2.7.1 Emotional intelligence is the ability to recognize

Rapport Techniques Describe emotional one's own feelings and the feelings of others and to
intelligence use this skill to guide thinking and behaviors in
order to make good judgements, take appropriate
actions and achieve effective outcomes.

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.7.2 The components of emotional intelligence include:

Identify the components
of emotional intelligence Self-awareness:

• Recognizing personal feelings and how they

affect behavior

Self-management:

• Managing personal emotions to consciously

choose the most appropriate behavior to
achieve a positive outcome

Motivation:

• An internal desire to achieve a positive

outcome

Empathy:

• Recognizing, acknowledging, and adapting

to the emotions of others to influence their
behavior

2.7.3 The benefits of good emotional intelligence include:

Summarize the benefits
of emotional intelligence • Analysts feel able to manage and influence
the customer interaction

• Reassures customers that their feelings are

recognized and understood

• Develops rapport with customers

• Reduces the potential for conflict

• Increases the likelihood of eliciting the right

information from customers

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.7.4 Common emotions or actions that an analyst might

Recognize common have to manage include:
customer emotions or
actions that an analyst • Frustration
needs to manage
• Anger

• Defensiveness

• Judgmental attitude about IT and the

service desk

• Irritation

• Impatience

• Fear

• Embarrassment

• Arrogance

2.7.5 To acknowledge a customer’s emotions:

Describe methods for
acknowledging the • Actively listen
customer’s emotions
• Remain calm and in control

• Advise them that this type of issue is

familiar

• Allow them to completely share their issue

• Apologize for the inconvenience

• Offer options and give them control where

appropriate

• Let them know that others have

experienced this type of issue

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.7.6 Techniques for dealing with negative reactions from

Explain techniques for customers include:
dealing with negative
reactions from • Maintaining a consistent and professional
customers approach

• Understanding why the reaction is negative

• Adapting the communication style

appropriately

• Avoiding the use of emotional or

judgmental language

• Aiming to reduce emotional levels

2.8 2.8.1 Signs that conflict is developing include:

Conflict and Describe the signs that
Negotiation Skills conflict is developing • A change in the customer’s tone of voice,
rate of speech, volume, or communication
style

• The customer becoming withdrawn and

gives little or no feedback

• The use of words showing emotion

2.8.2 Actions to reduce and eliminate conflict include:

Identify appropriate
actions to reduce and • Actively listening
eliminate conflict
• Letting the customer vent their emotion
appropriately

• Finding an appropriate point at which to

respond

• Displaying appropriate empathy

• Finding a resolution or explaining the next

step

• Remaining positive

• Setting and managing the customer’s

expectations

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.8.3 Negotiation is a process by which compromise, or

Describe negotiation agreement is reached while avoiding argument or
dispute.

2.8.4 The elements of negotiation include:

Describe the elements of
negotiation • Understanding the supported services and
needs of the customer

• Active listening

• Maintaining emotional control

• Communicating effectively

• Establishing trust

• Identifying options and seeking mutual

agreement

• Setting objective criteria to measure results

2.9 2.9.1 The key benefits of professionally managing

Interaction Explain the benefits of interactions include:
Management Skills professionally managing
interactions • Issues are resolved efficiently

• Interaction time is optimized

• Service desk credibility is established and

maintained

• Customers are kept informed and engaged

• The confidence of the analyst improves

• Customer confidence in the analyst

improves

• Customer expectations are managed

• A repeatable service is created

• The level of customer satisfaction increases

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.9.2 The benefits of using a standard greeting include:

Explain the benefits of
using a standard • Customers immediately knowing that they
greeting have contacted the correct area

• Demonstrating a willingness to help the

customer

• Enhancing the image of the service desk

• Establishing an atmosphere of trust and

respect

• Setting the customer’s expectations for the

call

• Putting the analyst in control of the call

• Consistency across the service desk

2.9.3 To manage and redirect issues related to

Describe actions for unsupported items:
managing and
redirecting issues related • Maintain a positive service attitude
to unsupported items
• Be polite and helpful

• Explain which services are offered and/or

supported

• Provide alternatives for resolving the issue

within the constraints of business
guidelines

• Know where to route the issue

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.9.4 The behaviors and situations to avoid when

Explain the behaviors interacting with customers include:
and situations to avoid
when interacting with • Asking for information that has already
customers been provided

• Not focusing on the customer

• Background noise

• Extended wait times

• Multiple transfers

• Being drawn into an argument

2.9.5 When dealing with an abusive customer:

Explain how to manage
an abusive customer • Maintain your professionalism

• Politely advise that you will terminate or

transfer the call if the abuse persists

• Inform your manager of the abuse

• Refer to the organization’s procedures that

reference this type of situation

2.9.6 When dealing with an angry customer:

Explain how to manage
an angry customer • Do not interrupt them

• Let them vent

• Show empathy if appropriate

• Recognize that their anger is not personal

• Be respectful

• Offer assistance

• Remain positive

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.9.7 When dealing with an inconvenienced customer:

Explain how to manage
an inconvenienced • Listen and do not make excuses
customer
• Apologize for any poor service if
appropriate

• Take ownership and honor your

commitments

• Take action to resolve the issue

2.9.8 When dealing with an over talkative customer:

Explain how to manage
an overtalkative • Wait a reasonable time for them to finish,
customer then use a contrived interrupt

• Acknowledge them and the information

provided

• Take control of the conversation

• Use their name to gain their attention

• Ask closed questions to gain the required

information

2.9.9 When dealing with an emotionally distressed

Explain how to manage customer:
an emotionally
distressed customer • Use their name

• Empathize with them

• Encourage them to focus on the issue not

the emotion

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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.9.10 To manage a customer that is reluctant to end an

Explain how to manage a interaction:
customer that is
reluctant to end an • Recognize that they are prolonging contact
interaction
• Reassure them

• Use their name

• Ask closed questions

• Clearly summarize how the issue occurred

and include the steps taken by both the
analyst and the customer to reduce future
impact

• Thank them for their time

2.9.11 To professionally disengage from a support

Describe how to interaction:
professionally disengage
from a support • Use the customer’s name
interaction
• Ask closed questions to lead the customer
to closure

• Set the customer’s expectation for any

follow-up

• Ask if the customer has any other questions

• Thank the customer for calling

• Say goodbye and mean it

• Allow the customer to end the interaction

2.10 2.10.1 Emotional resilience is used to describe the ability of

Resilience Describe the importance a person to adapt to stressful situations or a crisis.
of emotional resilience Resilient people tend to be able to take things in
their stride and adapt to adversity without any long-
term impact to them. People that are less resilient
have a more difficult time with stress and crisis,
sometimes resulting in lasting difficulties.

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.10.2 Some common causes of stress:

List some common
causes of stress Positive:

• Promotion at work

• Learning a new skill

• Starting a new job

• Personal life situations

• Change

Negative:

• Too much work for available resources

• Not enough time or ineffective use of time

• Lack of skills, knowledge, or appropriate

training

• Ineffective management

• Money

• No self-confidence

• Insufficient rest

2.10.3 Some common signs of positive stress include:

Describe some of the
signs of positive stress • Smiling faces

• Friendly chat

• Enthusiasm

• Helpful attitude

• Energetic

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.10.4 Some common signs of negative stress include:

Describe some of the
signs of negative stress • Increased respiration and perspiration

• Redness of face

• Anxious behavior

• Changes in appearance

• Vulnerability to illness

• Inability to concentrate

• Over reaction

• Mood swings

• Short tempered or irritable

• Extremely negative or sarcastic and cynical

attitude

2.10.5 To manage stress for ourselves and our colleagues

Describe the we have a responsibility to:
responsibility we have to
manage stress for • Recognize situations that might cause
ourselves and our stress
colleagues
• Offer support to colleagues who show signs
of stress

• Take proactive and positive actions to

reduce stress for ourselves and colleagues

• Alert management about anyone showing

signs of stress

• Raise concerns about your own stress levels

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.10.6 Some actions that may help to reduce stress include:

List actions that reduce
stress • Recognizing signs of stress in yourself and
others

• Prioritizing goals and set realistic

expectations

• Managing your time effectively

• Talking about how you are feeling and your

concerns

• Using breathing techniques

• Maintaining a healthy work-life balance

• Visiting a Doctor if symptoms continue or

affect your well-being

• Taking annual leave

• Participating in physical exercise

2.11 2.11.1 Multi-tasking in a support environment includes

Time Management Explain what having the ability to:
multitasking means in a
support environment • Switch tasks frequently

• Handle frequent changes

• Prioritize multiple tasks throughout the day

with minimal supervision

• The ability to handle multiple issues,

potentially at different stages of their life
cycle

• Organize work effectively

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.11.2 Techniques to improve time management include:

List techniques to
improve time • Identifying and action the most important
management items first in accordance with defined
priorities

• Prioritizing everyday tasks to ensure that

you are spending your time on the right
tasks

• Continually reviewing and revising routine

tasks to improve efficiency

• Accurately estimating and planning how

long non-routine tasks take

• Avoiding the ‘read and defer’ cycle

• Using a time management tool

• Documenting all personal and business

tasks in detail

• Using hierarchical escalation when there is

a priority conflict that does not fall within a
known procedure

2.11.3 The benefits of effective time management include:

Describe the benefits of
effective time • Creating and maintaining trust between
management colleagues and customers

• Reduced risk of stress

• Improved consistency and quality of work

• Reduced risk of distraction

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.12 2.12.1 People who exhibit passive behavior:

Positive Approach Recognize the
and Attitude differences between • Do not express their needs, opinions, or
assertive, aggressive, feelings
and passive behavior
• Apologize when it is not their fault

• Do not respect their own rights

• Believe they do not have a right to ask for

what they want

• Avoid conflict, even when it affects their

comfort

People who exhibit aggressive behavior:

• Only respect their own needs, opinions, or

feelings

• Do not apologize, even when it is their fault

• Do not respect the rights of others

• Believe that others do not have the right to

ask for what they want

• Avoid discomfort, even at the risk of conflict

People who exhibit assertive behavior:

• Respect their own and other people’s

needs, opinions, and feelings

• Apologize when at fault, but also allow

others to take responsibility for their own
actions

• Respect their own rights and the rights of

others

• Feel comfortable asking for what they need

or want

• Deal with conflict in a mature way

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.12.2 Demonstrating confidence:

Explain why
demonstrating • Establishes credibility
confidence is important
• Puts the customer at ease and lets them
know they are in safe hands

• Encourages customer loyalty

• Enhances the reputation of the service desk

• Increases customer satisfaction

• Puts the analyst in control of the interaction

• Improves the customer experience

2.12.3 To demonstrate confidence:

Recognize how
confidence is • Speak with assurance and without
demonstrated hesitation

• Speak using a positive tone of voice

• Use positive language

• Smile and exhibit good posture

• Use available resources

• Admit what you do not know

• Take ownership of the issue

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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2. Analyst Skills

Range of knowledge and understanding

Topic Competency
(not exhaustive)

2.13 2.13.1 Methods for enhancing professional development

Professional Identify methods for include:
Development enhancing personal
professional • Understanding personal strengths and
development weaknesses

• Seeking feedback relating to performance

from leadership and peers

• Attending courses, seminars, and industry

events

• Networking with peers at courses,

seminars, and industry events

• Subscribing to industry related publications

• Contributing to and sharing knowledge via
blogs, white papers, and online social
groups

• Joining and participating in industry related

groups

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.1 3.1.1 Practice:

Practices, Processes Explain what is meant by
and Procedures a practice, a process, and • A set of organizational resources designed
a procedure for accomplishing an objective

Process:

• A series of steps, actions and decisions

involved in the way work is completed in
order to achieve a consistent and
sustainable outcome.

Procedure:

• A procedure is the detailed description of

the way each step, action or decision in the
process is to be carried out

3.1.2 Practice, process, and procedure management:

Explain practice, process,
and procedure • Designs, implements, and maintains
management practices, processes and procedures that
are sustainable, measurable and repeatable

• Plans and monitors the performance of

practices, processes, and procedures

• Ensures that the appropriate components

are available to execute practices,
processes, and procedures effectively - e.g.
information and technology, partners and
suppliers, organizations and people

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.1.3 It is important to document practices, processes, and

Explain the importance of procedures in order to:
documenting practices,
processes, and • Encourage the understanding and
procedures adherence to practices, processes, and
procedures for consistency and
sustainability

• Assist with auditing

• Assist with dispute resolution

• Clearly define roles and responsibilities

• Allow others to perform tasks when key

people are not available

• Assist the service desk with adapting to

changes

• Enable knowledge sharing

• Assist with continual improvement

initiatives

3.1.4 It is important to follow documented processes and

Explain the importance of procedures in order to:
following processes and
procedures • Ensure consistent service delivery

• Improve efficiency, effectiveness, and

productivity

• Enable new staff to become effective more

quickly

• Promote common understanding

• Build the analyst’s confidence in their ability

to professionally manage interactions

3.2 3.2.1 The purpose of incident management is to minimize

Incident Explain the purpose of the negative impact of incidents by restoring normal
Management incident management service operation as quickly as possible

Source ITIL®

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.2.2 An incident is an unplanned interruption to a service

Describe an incident or a reduction in the quality of a service.

Source ITIL®

3.2.3 The primary objectives of incident management are

Explain the objectives of to:
incident management
• Restore normal service operations as
quickly as possible

• Minimize the adverse impact on business

operations

• Ensure the best possible levels of service

quality

• Ensure the best possible levels of availability

are maintained

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.2.4 The principal activities of incident management that

List the principal activities Service Desk Analysts perform are:
that the Service Desk
Analyst performs in • Identification
incident management
• Record and document incidents

• Categorization

• Prioritization (impact and urgency)

• Initial diagnosis

• Incident matching

• Investigation and diagnosis

• Functional and hierarchic escalation

• Collaborate with appropriate teams, sharing

pertinent information and knowledge

• Communicate status updates to customers

• Resolution and recovery

• Own and monitor incidents throughout their

lifecycle

• Close incidents appropriately

• Notify problem management of potential

problems

• Track and report

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.2.5 The benefits of the incident management include:

Explain the benefits of
effective incident • Reduce the impact of incidents on the
management business

• Improve staff utilization

• Improve resolution times (reduces lost

productivity)

• Provide consistency to the categorization

and prioritization of incidents

• Provide a system wide view of incidents

encountered

• Manage an incident from beginning to end

(its lifecycle)

• Help to identify points of failure

• Facilitate proactive communication

• Help to prevent future incidents

• Facilitate continual improvement

• Assist in the provision of accurate

management information

• Assist in the identification of incident trends

and workflows

• Provides a source of data for proactive and

reactive problem solving

3.2.6 Common measures of success for incident

Identify common management include:
measures of success for
incident management • Increase in the percentage of incidents
resolved at first contact

• Increase in the percentage of incidents

resolved within Service Level Agreements

• Reduction in the average time to resolve

incidents not resolved on first contact

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.3 3.3.1 The purpose of service request management is to

Service Request Explain the purpose of support the agreed quality of service by handling all
Management service request pre-defined, user-initiated service requests in an
management effective and user-friendly manner

3.3.2 A service request is a formal request from a

Describe a service customer for information, advice, or a standard
request change or for access to an IT service, or to provide
standard IT services for a new customer

3.3.3 The objectives of service request management are

Explain the objectives of to:
service request
management • Provide a channel for customers to request
and receive services

• Offer standard services for which a pre-

defined approval and qualification process
exists

• Provide information to customers about the

availability of services and the procedure for
obtaining them

• Source and deliver the components of

requested standard services - e.g. licenses
and software media

• Assist with general information, suggestions,

complaints, or comments

3.3.4 Common measures of success for service request

Identify common management include:
measures of success for
service request • Increase in the percentage of service
management requests fulfilled at first contact

• Increase in the percentage of service

requests fulfilled within Service Level
Agreements

• Reduction in the average time to fulfill

service requests not fulfilled on first contact

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.4 3.4.1 The primary reasons for recording incidents and

Identify the primary requests are to:
reasons for recording
incidents and requests • Create a unique reference number

• Create an audit trail

• Provide information for trend analysis

• Provide information on categories and

frequencies

• Provide data to perform a root cause

analysis

• Provide data for other team members

• Provide reusable content for the knowledge

base

• Help the service desk to create an

information checklist or FAQ

• Document the workload of the service desk

• Influence on-going service and process

improvement

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.4.2 The procedure for, and information required to raise

List the procedure for, an incident or service request:
and information required,
to raise an incident or • Confirm and capture the customer’s name
service request
• Confirm the customer’s eligibility for or
entitlement to service

• Confirm and capture the customer’s contact

information - e.g. phone number and e-mail
address

• Capture the service or component affected

• Identify and capture the appropriate

category

• Identify and capture the priority of the

incident based on impact and urgency

• Confirm the description of the incident’s

symptoms with the customer and record the
facts and details

• Identify and record any special

requirements

• Identify and record related incidents,

problems or known errors

• Escalate the incident or service request to

the relevant support team or third party if
necessary, inform the customer and update
the record

• Record the steps taken and any attempted

and successful resolutions

• Resolve the incident or service request, or

set the customer’s expectations regarding
the plan of action and next contact

• Record the steps to be taken after the

interaction, any commitments made and the
next contact date

• Provide the customer with a unique

reference number

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.4.3 The priority of an incident or service request is

Explain how to determine determined by:
the priority of an incident
or service request • The IT service affected and the business
impact it is having on the organization

• The urgency of the incident or service

request (the speed with which the incident
needs to be resolved or the service request
fulfilled)

• The number of people affected

• The service desk’s ability to provide a

workaround

3.4.4 To resolve an incident or service request:

List the steps required to
resolve an incident or • Ensure the customer is satisfied with the
service request resolution provided

• Summarize the resolution activity

• Ask if the customer has any other questions

• Thank the customer for contacting the

service desk

• Provide the customer with written

confirmation that the incident is resolved, or
service request is fulfilled and include
details of the resolution if appropriate

• Update the record with appropriate

information

• Resolve the incident or service request

• Provide a customer satisfaction survey in

accordance with the feedback procedure

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.5 3.5.1 There are two types of escalation; functional and

Escalation Explain the two types of hierarchic:
escalation
Functional escalation:

• Transferring an incident, service request,

problem or change to a team with the
required level of expertise to assist in the
resolution

Hierarchic escalation:

• Informing or involving more senior levels of

staff or management to assist in the
resolution

3.5.2 Functional escalation is appropriate when:

Identify some
circumstances in which • The service desk is not equipped to resolve
escalation is appropriate the issue

• The support model indicates that this issue

should be dealt with by another party

• The time required to work on the issue is

prohibitive to service desk support

Hierarchic escalation is appropriate when:

• Customers ask to speak to a supervisor or

manager

• An issue occurs that affects business

revenue or reputation

• No existing workaround is available, and the

issue has a critical impact on the business

• There is a breach of contractual obligations

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.6 3.6.1 Keeping customers informed about status changes is

Status Updates Explain why status important because:
updates are important
• They feel important and valued

• It demonstrates progress

• Customer satisfaction is improved

• It reduces inbound interactions

• It helps to manage expectations and

provides an opportunity to exceed them

• Promotes the service desk as a single point

of contact

3.6.2 When providing customers with a status update:

List the information to
provide in a status update • Include the reference number

• Include the current status

• Include the service desk contact details

• Include the next steps or scheduled tasks

• Include the timeframe and the date and

time of the next status update

• Include the agreed next contact time if

appropriate

3.7 3.7.1 The purpose of problem management is to reduce

Problem Explain the purpose of the likelihood and impact of incidents by identifying
Management problem management actual and potential causes of incidents, managing
workarounds, and known errors

3.7.2 A problem is a cause or potential cause of one or

Describe a problem more incidents. The cause is not usually known at
the time a problem record is created and problem
management is responsible for further investigation

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.7.3 Reactive problem management:

Explain what is meant by
reactive and proactive • Is concerned with solving problems in
problem management response to one or more incidents

Proactive problem management:

• Is concerned with identifying problems that

might otherwise be missed. It analyzes
incident records and data to identify trends
or significant problems

3.7.4 The objectives of problem management are:

Explain the objectives of
problem management • Minimize the adverse impact of incidents
and problems on the business caused by
errors in the IT infrastructure

• Prevent the recurrence of incidents related

to those errors

• Minimize the impact of incidents that cannot

be prevented

• Determine the root cause of incidents and

initiate actions to improve or correct the
situation

3.7.5 Although the service desk is not usually responsible

Explain the service desk’s for problem management, its responsibilities
responsibilities in include:
problem management
• Highlighting recurring incidents with no
long-term fix to the appropriate team

• Ensuring incident information is accurately

captured and recorded in to assist the
appropriate team in diagnosing the
underlying cause

• Work with technical teams to diagnose

problems when appropriate

• Use known error records and knowledge

articles to assist with the fast resolution of
recurring or routine incidents until they can
be prevented

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.7.6 The three phases of problem management are:

Identify the three phases
of problem management • Problem Identification

• Problem Control

• Error Control

3.7.7 The activities in problem management include:

List the primary activities
of problem management • Detect

• Record

• Categorize

• Prioritize

• Assess risk

• Investigate and diagnose

• Move problems to known error status

• Resolve

• Raise a request for change

• Closure

• Major problem review

3.7.8 Common measures of success for problem

Identify common management include:
measures of success for
problem management • Reduction in the number of incidents
through effective problem management

• Increase in the percentage of incidents

resolved at first contact using workarounds
identified by problem management

• Reduction in average time to resolve

incidents using workarounds identified by
problem management

©2020 Service Desk Institute (SDI). All rights reserved. SDI® Service Desk Analyst Standard (SDA) v8.0
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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.8 3.8.1 The purpose of change enablement is to maximize

Change Enablement Explain the purpose of the number of successful IT changes by ensuring
change enablement that risks have been properly assessed, authorizing
changes to proceed, and managing a change
schedule

3.8.2 A change is the addition, modification, or removal of

Describe a change anything that could have a direct or indirect effect on
services

3.8.3 The types of change are:

List the types of change
Standard change:

• Pre-authorized minor change logged and

tracked using a service request or request
for change

Normal change:

• Follows the defined procedure in the change

enablement process which includes going
before the change advisory board (CAB)

Emergency change:

• The change enablement process will

normally have a fast track procedure for
handling emergency changes

3.8.4 The objectives of change enablement are to ensure

Explain the objectives of that:
change enablement
• Standardized methods and procedures are
used for efficient and prompt handling of all
changes

• All changes to service assets and

configuration items are recorded in the
configuration management system

• Unplanned downtime is minimized

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.8.5 The service desk’s responsibilities in change

Explain the service desk’s enablement are to:
responsibilities in change
enablement • Record changes if requested

• Participate in the change advisory board

(CAB)

• Participate in the assessment of risk as

requested

• Be aware of what changes are scheduled in

order to identify if they might be the cause
of incidents or problems

• Appropriately escalate incidents that might

be caused by changes

• Communicate planned system downtime

and interruptions to customers

• Halt changes that will negatively impact

service delivery

3.8.6 Change enablement activities include:

List activities in change
enablement • Recording

• Acceptance and filtering

• Classification

• Assessment and evaluation

• Business impact assessment

• Approval

• Building, testing and implementation

• Planning and scheduling of changes

• Authorization

• Remediation planning (roll-back/back-out

plan)

• Post implementation review

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.8.7 Common measures of success for change

Identify common enablement include:
measures of success for
change enablement • Increase in the percentage of successful
changes

• Reduction in the percentage of incidents

caused by changes

• Reduction in the number of unplanned

changes

3.9 3.9.1 The purpose of service level management is to set

Service Level Explain the purpose of a clear business-based targets for service
Management service level management performance, so that the delivery of a service can be
properly assessed, monitored, and managed against
these targets

3.9.2 The objectives of service level management are to:

Explain the objectives of
service level management • Establish a shared view of the services and
target service levels with customers

• Ensure the organization meets the defined

service levels through the collection,
analysis, storage and reporting of the
relevant metrics for the identified services

• Perform service reviews to ensure the

current set of services continues to meet the
needs of the organization and its customers

• Capture and report on service issues

including performance against defined
service levels

3.9.3 A service level agreement is an agreement between

Describe a service level an IT service provider and a customer. It describes
agreement the IT service, documents service level targets, and
specifies the responsibilities of the IT service
provider and the customer. A single agreement may
cover multiple IT services or multiple customers. It is
not a legally binding document.

Source ITIL®

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.9.4 The typical content of an SLA that is relevant to the

Identify the typical service desk includes:
content of a service level
agreement that is • A description of the service
relevant to the service
desk (SLA) • The service delivery model used

• The types and quality of services provided

• The level of service delivered (e.g. response

time and hours of operation)

• Maintenance schedules for IT services

• Charging/costs for IT services

• The methods used for measuring and

reporting compliance with the agreement

• The procedure for dealing with conflict

between the customer and the service
provider

3.10 3.10.1 The purpose of service catalogue management is to

Service Catalog Explain the purpose of provide a single source of consistent information on
Management service catalog all services and service offerings, and to ensure that
management it is available to the relevant audience

3.10.2 The service catalog is a single source of consistent

Describe a service catalog information about all live IT services, including those
available for deployment. It contains information
about customer-facing IT services and the supporting
services required by the service provider to deliver
them. The information can be displayed in different
and levels of details to suit the audience

3.10.3 The objectives of service catalog management are to:

Explain the objectives of
service catalog • Provide consistent information about
management agreed services

• Ensure that the catalog is produced and

maintained

• Ensure that the catalog contains accurate

information about status, interfaces, and
other dependencies for all operational
services and for those being prepared for
operation

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.10.4 List the basic The basic components in a service catalog entry
components of an entry include:
in the service catalog
• Service name

• Service owner

• Description of the service

• Service Level Agreements and service

deliverables in place

• Customers entitled to the service

• How to get support

• Hours the service is available

• Hours the service is supported

• How to get the service if you do not already

have it

• IT support team ownership of the various

service components

• First-line, second line and third-line support

responsibilities

• Escalation points

• Sources and links to relevant supporting

documentation

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.11 3.11.1 Different types of sourcing methodologies and

Service Delivery List some of the different models include:
Model types of sourcing
methodologies and Internally retained
models available for
delivering IT services • A service delivered by an internally retained
IT organization

Insourced

• Re-establishing an internally resourced

service following previous outsourcing

• Increasing the scope of the internally

resourced service desk

Outsourced

• A service delivered entirely by an externally

contracted organization e.g. Managed
Services Provider (MSP)

Co-sourced

• A joint venture between multiple service

providers

Multi-sourced

• Any combination of sourcing options and

models

• SIAM (Service Integration and Management)

• An approach for managing and integrating

multisource and co-sourced services

3.12 3.12.1 The purpose of knowledge management is to

Knowledge Explain the purpose maintain and improve the effective, efficient, and
Management knowledge management convenient use of information and knowledge across
the organization

3.12.2 The objective of knowledge management is:

Explain the objective of
knowledge management • To ensure stakeholders get the right
information, in the proper format, at the
right level, at the correct time, according to
their access level and other relevant policies

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.12.3 Knowledge management is important to the service

Explain why knowledge desk because it:
management is important
to the service desk • Provides a framework for collaboration

• Provides customer facing knowledge

• Provides the service desk and wider IT with

knowledge

• Reduces training time for new service desk

staff

• Increases productivity

• Develops rapport and establish credibility

between the various teams supporting the
customers

• Provides the customer with convenient,

correct, consistent and current information

• Increases opportunities for first contact and

first level resolutions

• Lowers the overall cost of support

3.12.4
Maintaining knowledge ensures that the service desk
Describe why it is
and its customers has timely access to relevant, up-
important to maintain
to-date and appropriate information
knowledge

3.12.5 Common measures of success for knowledge

Identify common management include:
measures of success for
knowledge management • Increase in the number of incidents and
requests resolved at first contact using
knowledge articles

• Reduction in the number of incidents or

service requests requiring functional
escalation

• Reduction in the number of inbound

interactions for simple queries

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.13 3.13.1
The purpose of information security management is
Information Security Explain the purpose of
to protect the information needed by the
Management information security
organization to conduct its business
management

3.13.2 Information security management is responsible for

Explain the objective of ensuring that all of an organization’s information and
information security data is protected such as:
management
• Personal information and data

• Corporate information and data

• Financial information and data

• Intellectual properties

• Access to facilities

3.13.3 It is important to have information security policies

Recognize the importance in place to:
of information security
policies • Prevent, detect, and correct security
incidents

• Protect the organization and customers

from unauthorized access

• Protect data integrity

• Protect corporate assets

• Ensure compliance with legal requirements

• Address security with third parties

(suppliers)

• Ensure staff are aware of their

responsibilities regarding security

• Ensure that information security

management is designed into services,
practices, processes, and procedures

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.13.4 The service desk’s responsibilities in information

Explain the service desk’s security management include:
responsibilities in
information security • Confirming the identity of customers
management
• Password resets

• Unlocking accounts

• Requests for access

• Advising on the correct use of IT in relation

to the IT security policy

• Informing the relevant person(s) of any

security breaches

3.13.5 Potential security threats to the organization include:

Recognize potential
security threats to the • Phishing/spoofing
organization that might
occur through the service • Social engineering
desk
• Malicious software

• Bogus callers

• Identity fraud

• Manipulation

• Unauthorized access

• Fraudulent gathering of information

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.13.6 Security policies include:

Identify types of security
policies • Password reset requirements

• Compliance with international/regional

regulatory and legislative requirements

• Access rights to information

• Physical access to facilities

• Internet access

• E-mail policies

• Anti-virus

• Firewall

• Remote access

• Data leakage mitigation

• Clear desk policy

• Mobile device security

3.13.7 Reporting security compromises:

Explain the importance of
reporting security • Protects the organization and the customer
compromises
• Identifies the offender

• Alerts customers to possible security threats

• Helps in the resolution of security incidents

• Protects the organization’s reputation

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.13.8 Legal compliance:

Explain the importance of
legal compliance • Protects identity information

• Protects the organization’s assets

• Protects the organization from legal liability

• Includes notifying management about legal

questions

3.13.9 It is essential to maintain an inventory of all software

Explain the importance of licensed by the organization in order to:
software license
management • Identify software that is over or under-
licensed in order to manage costs by
cancelling or reallocating unused licenses

• Avoid penalties for non-compliance of

software licensing agreements

3.13.10 Confidentiality:
Recognize the importance
of confidentiality • Protects the customer and organization
from theft and/or information abuse

• Protects the customer's integrity

• Supports the organization’s legal compliance

requirements

3.14 3.14.1 The purpose of service continuity management is to

Service Continuity Explain the purpose and ensure that the availability and performance of a
Management responsibility of the service is maintained at sufficient levels in case of a
service continuity disaster. It is responsible for managing risks that
management could seriously impact service availability and
performance.

3.14.2 The purpose of a service continuity plan is to:

Explain the purpose of a
service continuity plan • Ensure that the service provider can always
provide minimum agreed service levels

• Reduce risk to an acceptable level

• Plan for the recovery of services

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.14.3 The key components of a service continuity plan

List the key components include:
of a service continuity
plan • Identifying services that are most critical to
the organization

• How the service desk will maintain critical

services to customers with minimal
disruption to them

• How to eliminate single points of failure

• The provision for both short and long-term

countermeasures to reduce the impact of
disasters (these need to be tested on a
regular basis)

• What information and services customers

need to have in place in order to access the
services they require

3.15 3.15.1
Quality Assurance Describe the purpose of a The purpose of a quality assurance program is to
Program quality assurance (QA) develop and maintain appropriate improvements in
program the quality of services provided

3.15.2 The objectives of a quality assurance (QA) program is

Explain the objectives of a to:
quality assurance (QA)
program • Document an ongoing IT service quality
program

• Agree the quality initiatives used as part of

IT service delivery with customers

• Continually improve the quality and cost

effectiveness of IT services

• Address IT service performance that is not

meeting expectations

• Produce options and recommendations for

improvement and to implement and review
them

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.15.3 Common QA practices used by a service desk

List common QA practices include:
used by a service desk
• Interaction monitoring

• Incident and service request monitoring

• Key performance indicator monitoring

• Knowledge monitoring

• Customer satisfaction monitoring

• Employee satisfaction monitoring

3.15.4 Methods for monitoring calls and other interactions

Identify methods for include:
monitoring calls and
other interactions • Live service observations in which a
reviewer sits with the analyst and listens in
on the call or reviews the interaction

• Remote service observations in which a

reviewer monitors live interactions where
the analyst is not aware that the interaction
is being evaluated

• Interaction recording and evaluation

• Follow-up calls

• Customer satisfaction surveys

• Software designed to evaluate interactions

in an automated environment

• Voice analytic software

3.15.5 Incident and service request monitoring is a formal

Describe what is meant review of the incident and service request data
by incident and service recorded in the service management system in order
request monitoring to ascertain whether the relevant information has
been collected and documented and acted on, and if
appropriate, in accordance with the service level
agreement (SLA) or service targets.

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.15.6 Examples of methods for monitoring incidents and

Identify methods for service requests include:
monitoring incidents and
service requests • Regular reviews of the service management
system logs

• Regular reviews of the audit trails of all

communication channels used

3.15.7 Incidents and service requests are monitored in

List the benefits of order to:
interaction, incident, and
service request • Ensure that the documented incident or
monitoring service request processes and procedures
are followed

• Validate the information provided to the

customer

• Provide feedback to analysts about job

performance

• Provide a coaching opportunity by

identifying strengths and weaknesses of
individuals

• Identify areas where practices, processes or

service delivery issues are not meeting
expectations or where they are not being
followed up

• Identify areas where analysts might need

training

• Provide an opportunity to identify areas for

improvement

• Assist the service desk to be proactive

• Improve service quality

3.16 3.16.1 The purpose of managing customer feedback is to

Managing Customer Describe the purpose determine customer perception of the products and
Feedback managing customer services that service desk deliver, and to determine
feedback whether they are meeting customer expectations.

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.16.2 The objectives are:

Explain the objectives of
managing customer • Identify what customers value and feel is
feedback important

• Identify areas for improvement

• Benchmark and trend customer experience

data

• Assist in developing new products and

services based on customer needs

3.16.3 Some common sources of customer feedback

Identify some common include:
sources of customer
feedback • Comments on incidents and service
requests

• Customer initiated escalations

• Customer satisfaction surveys

• Compliments, complaints, and suggestions

• Business relationship management (BRM)

activities

3.16.4 The key components of managing customer

List the key components feedback include:
of managing customer
feedback • Capturing customer feedback

• Analyzing customer feedback

• Linking feedback to continual improvement

initiatives

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.16.5 On-going (event) surveys:

Describe the three most
common types of surveys • Are completed as soon as possible after an
and the importance of interaction is closed; are typically short and
each type can be completed quickly

• Measure the quality of a single interaction,

incident or service request

• Are used to trend customer satisfaction

between annual surveys and measure the
impact of changes in practices, processes,
procedures, products or services

• Might use the net promoter score customer

loyalty metric - e.g. "How likely is it that you
would recommend our company / product /
service to a friend or colleague?”

Periodic surveys:

• Are planned and scheduled on a periodic

basis

• Are used to evaluate overall satisfaction

levels with the service desk’s products,
service offerings and staff

• Identify changes to practices, processes,

procedures, products or services that
customers feel would improve their
relationship with the service desk and meet
their needs better

• Are based on the customer’s perception of

the service desk over the last year or period

One-time or one-off surveys:

• Are not scheduled at regular intervals

• Are scheduled for a specific reason

• Are appropriate for evaluating satisfaction

levels with current or new products and
service offerings

• Are appropriate for identifying changes that

customers feel are important

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3. Practices, Processes and Procedures

Range of knowledge and understanding

Topic Competency
(not exhaustive)

3.17 3.17.1 Metrics are standard measurements by which

Service Desk Metrics Explain the reason for efficiency, performance, progress, or the quality of a
and Statistics compiling service desk plan, practice, process, service, or product can be
metrics assessed. When combined they can demonstrate the
creation of value for the customer through the
service desk, and identify where potential
improvements can be implemented

3.17.2 Common metrics include:

Identify common service
desk metrics • Average time to respond to inbound
enquiries

• Abandon rate

• First contact resolution rate

• First level resolution

• Average resolution time by priority

• Average resolution time by category

• Customer satisfaction statistics

• Service desk knowledge usage

• Customer facing knowledge usage

• Employee satisfaction statistics

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4. Resources

Range of knowledge and understanding (not

Topic Competency
exhaustive)
4.1 4.1.1 Methods used for service and support delivery
Support Methods Identify methods used for include:
delivering service and
support • Telephone

• Face to face

• Remote control

• Email

• Collaboration tools

• Self-service

• Live chat

• Chatbots

• Virtual agent

• Social media

4.1.2
Describe the purpose of
The purpose of using IT service management
using IT service
systems is to provide consistent and integrated
management systems in
service operations and service delivery
a service desk
environment
4.1.3 The primary objectives of using IT service
Explain the primary management tools in a service desk environment
objectives of using IT are to:
service management
tools • Record, track and manage incidents,
problems, and changes

• Provide service performance reports and

management information from a single tool

• Integrate with other systems of support -

e.g. event monitoring and/or asset
management systems

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4. Resources

Range of knowledge and understanding (not

Topic Competency
exhaustive)
4.1.4 Using remote support tools has the following
Explain the benefits of benefits:
remote support
• Customer's devices are visible to the
analyst

• It is time effective

• Faster diagnosis and resolution of issues

• Fewer issues are escalated, improving first

contact resolution

• Provides an opportunity to train customers

to be self-sufficient

• May offer a better customer experience,

improving customer satisfaction

4.1.5 Common disadvantages of remote support are:

Recognize common
disadvantages of using • Security considerations
remote support tools
• Insufficient bandwidth

• Silent time

• Over dependence by customers and

analysts, reducing skills over time

• Customers might feel excluded unless they

are kept verbally informed of the steps
being taken during the remote support
session

4.1.6 The benefits of using live chat and collaboration

Recognize the benefits of tools include:
using live chat and
collaboration tools • Provides a real-time written channel of
communication

• Negates the effect of misunderstanding due

to language barriers

• Nurtures relationships with remote

colleagues and customers

• Provides an alternative digital dialogue

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4. Resources

Range of knowledge and understanding (not

Topic Competency
exhaustive)
4.1.7 Common risks of using live chat and collaboration
Recognize commons risks tools include:
of using live chat and
collaboration tools • Less personal

• Silent time

• Can lead to misunderstandings - e.g. lack of

tone

4.1.8
ACD routes calls based on predefined processes and
Describe Automatic Call
algorithms
Distribution (ACD)
4.1.9 Common ACD features include:
List common automatic
call distribution (ACD) • Call distribution
features
• Skills based routing

• Availability routing

• Call queuing

• Advanced reporting

4.2 4.2.1 Self-service provides customers with the facilities

Self-Service Describe self-service needed to manage their service desk interactions
and to find answers to common issues (self-help)

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4. Resources

Range of knowledge and understanding (not

Topic Competency
exhaustive)
4.2.2 The benefits of using self-service as a service
Identify the benefits of delivery method include:
self-service
• 24x7 availability, regardless of the service
desk’s operating hours

• Relieves pressure on the service desk

• Offers an alternative channel for obtaining

support

• Lowers the cost of support

• Provides customers with easy access to the

support organization

• Provides customer updates

• Allows customers to check the status of

their current incidents or service requests

• May allow customers to resolve simple

issues without the assistance of an analyst -
e.g. password resets, adding printers,
mapping drives

• Support resources can focus on other

issues
4.2.3 Risks of self-service include:
Identify risks of self-
service • Inaccurate, irrelevant, or out of date
information

• Increased cost of maintenance

• Perceived loss of personalized service

• Might take longer to resolve issues

• Creates the perception of 24/7 support

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4. Resources

Range of knowledge and understanding (not

Topic Competency
exhaustive)
4.2.4 Examples of self-service include:
List common examples of
self-service • Self-logging and tracking portal

• Password resets

• Knowledge bases

• Application web-based help systems

• FAQs

• Application repositories

• Fact sheets

• On-line training/tutorials

4.3 4.3.1 Automation is technology by which a process or

Automation Describe automation procedure is performed with minimal human
interaction
4.3.2 Common examples of automation include:
List common examples of
automation • Skills based routing

• Self-healing

• Machine learning

• Automated testing and deployment

• Event and alert monitoring and diagnostic

tools

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4. Resources

Range of knowledge and understanding (not

Topic Competency
exhaustive)
4.3.3 Key benefits of automation include:
Identify the benefits of
automation • Reduced cost of support

• Reduced need for reactive support

• Improved utilization of IT staff

• Increased productivity

• Automated system recovery or

workarounds

• Improved availability of services

• Reduced resolution time for some incidents

• Seamless service provision

4.4 4.4.1 AI, in the context of IT Service Management, is a

Artificial Intelligence Describe AI focus on the research, understanding, and
(AI) development of systems that can perform functions,
tasks and activities that would typically be
completed by humans
4.4.2 Common examples of AI include:
List common examples of
AI • Natural language processing

• Speech recognition

• Robotic process automation

• Virtual agents

4.4.3 Key benefits of AI include:

Identify the benefits of AI
• Supporting the optimization of working
practices

• Enhancing automation opportunities

• Eliminating errors

• Increasing productivity

• Improving value

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4. Resources

Range of knowledge and understanding (not

Topic Competency
exhaustive)
4.4.4 Common examples of the challenge’s organisations
Identify the challenges of may encounter with AI adoption include:
AI
• Reskilling staff

• The availability and integrity of data

• The consistency and predictability of results

and outcomes

• Integration with existing ITSM tools

4.5 4.5.1 Social media refers to websites and applications that

Social Media Describe what is meant enable users to create and share content quickly,
by social media efficiently and in real-time.

Social media:

• Comprises primarily internet and mobile

app-based tools

• Transforms people from content

consumers into content producers

• Enables organizations to build stronger

relationships with customers and markets

4.5.2 To use social media tools effectively in business:

Explain how to use social
media tools effectively • Recognize the difference between
traditional media and social media

• Follow the organization’s strategy for

engaging with its market

• Build communities in order to share

knowledge

• Be an ambassador for the organization’s

brand

• Be transparent

• Analyze content

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 Contact

+44 (0) 1689 889 100

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[email protected]

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