The Service Desk Institute (SDI) defines the best practice standards that all Service Desks around the world aspire to attain. SDI best practice standards allow organisations to drive towards Service Desk performance improvements, developing them into a key business function that delivers increased value to any organisation. Sunrise IT Service Management contains a suite of reports that are approved by the Service Desk Institute (SDI).
These SDI Performance reports are a vital component of your evidence pack when pushing towards the award or renewal of your SDI Certification. Sunrise IT Service Management includes everything you need to demonstrate your Service Desk performance and progress over three, six or twelve months.
Watch this video from the SDI to see Service Desk Certified Reporting in action:
Using the Sunrise IT Service Management integrated SDI performance reports you can demonstrate ‘Value to the Business’ and support ITIL® continual improvement processes. While SDI accreditation is not for the faint-hearted, Sunrise IT Service Management makes it easier for you to define part of your core evidence pack. Used in conjunction with the integrated suite of Reports, Dashboards and Wallboards, the SDI approved Performance Reports ensure a comprehensive reporting suite to cover all your Service Desk aspirations.
SDI Reports in a nutshell
- Track the demands placed upon your Service Desk and your performance metrics as you meet them
- Better understand your backlog and the volume of work undertaken
- Track adoption of self-service capabilities and the effectiveness of your knowledge base
- Identify the true cost of service provision
- Track customer satisfaction over time