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Marval MSM assists customers in their SDI service desk certification goals

Our IT service management (ITSM) software has once again been accredited by the Service Desk Institute (SDI) as SDI Standard - Performance Results Report Compliant.

For organisations planning to achieve SDI’s Service Desk Certification, MSM provides a series of pre-configured reports that make it easy to generate the performance metrics required. Ensuring easy, efficient and intuitive access to core service desk metrics will prove invaluable for all service desk operations taking part in SDI’s Service Desk Certification programme.

The Service Desk Institute are passionate about inspiring service desks to be brilliant. It is their mission to help service desk professionals find solutions to common challenges and enable service desks to achieve the recognition that they deserve.

SDI work with many of the service management industries leading minds and practitioners, bringing together a wealth of experience to develop and maintain the Global Best Practice Standard for Service Desk. Version 8 of the standard, released in March 2019, is the most comprehensive, detailed, and future-proofed set of standards for the Service Desk yet.
The latest version reflects positive attitudes towards different ways of working, diverse cultures and interests, as well as mental health and emotional wellbeing. Additionally, to drive the right behaviours through Service Desk metrics, version 8 of SDI’s Global Best Practice Standard refines existing Management Information and Performance Results criteria as well as introducing measurements for Problem Management.
David Wright, Chief Value and Innovation Officer at SDI, added: “I’ve been impressed by Marval’s approach to maintaining its compliance with the Management Information and Performance Results concept in version 8 of SDI’s Global Best Practice Standard for Service Desk. The ITSM software solutions space is a very competitive market. More than ever, IT practitioners want simple, centralised, easy access to service management data, and great tools that help them rationalise, contextualise and leverage data holistically, to support continual improvement. I’m delighted that ITSM software companies like Marval, not only understand that but also offer a best practice aligned solution to support their customers’ needs.”

Commenting on the accreditation, Lisa Howkins, Managing Director of Marval said, “More and more of our customers are embarking on the SDI’s Service Desk Certification and it is important that we help them in their service improvement goals and simplify the way in which they obtain required metric evidence from data recorded within our ITSM software. Marval MSM has been certified for more than five years and we are proud to have to have met the latest criteria requested by the SDI in our recent audit.” 


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