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Course Profile

The Service Desk Foundation (SDF) two day course recognises an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry.  An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage.

Service Desk Institute Foundation Courseware licensing solutions contain:

  • Full colour, perfect bound and branded student materials
  • Comprehensive instructors guide
  • Colourful and engaging slide packs
  • Branded marketing brochures and factsheets
  • Expert trainers or train the trainer courses

Syzygal is a globally Accredited Training Organisation and Accredited Courseware Provider for the SDI education & certification program. We are accredited by the following Examination Institutes: APMG, EXIN, Loyalist and PEOPLECERT.

Course Content

The Service Desk Foundation  is a two day course focused on developing a service culture and enabling the core skills and abilities necessary to deliver exceptional service.  The high-level objectives are:

  • Understanding of the importance of IT support in today’s business environment and the role of the Service Desk
  • Knowledge of core service management processes and how the Service Desk fits in to these
  • Becoming a Support Analyst – everything you need to know about the role, the responsibilities and the Service Desk environment
  • Essential skills and competencies – identify, understand and deliver efficient and effective support in the Service Desk environment
  • Developing soft-skills and interpersonal competencies
  • Confidence to deliver professional telephone support
  • Service Level Agreements; their value and importance

Target Audience

Although there is no mandatory requirement, ideally candidates should have an awareness of working in a service or support department or team.  The SDI Foundation course would suit candidates working in the following professions or areas:

  • Customer Service and Support Specialists
  • Customer Service Technicians
  • Service Desk Agents, Technicians, or Specialists
  • Dispatchers
  • Call Screeners
  • Call Agents
  • IT Support Executives
  • Technical Support Analysts

The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.


SDI Foundation Examination (SDF)
Exam Format
Multiple choice, 60 questions. The questions are selected from the full SDI examination question bank
Maximum 60 minutes for all candidates in their respective language
Foreign Language Provision
Candidates completing an examination in a language other than their native tongue can apply for an additional 15 minutes and are allowed the use of a dictionary

There are no prerequisites to attending this foundation course, although it is recommended that candidates should have a good understanding of service desk activity and objectives.

PDUs Available
Exam Type
Closed book examination.

New Courses

Contact Info

1600 Amphitheatre Parkway New York WC1 1BA

Phone: 1.800.458.556 / 1.800.532.2112

Fax: 458 761-9562

Web: ThemeFusion

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