We Did It..... We Are The World’s Smallest SDI-Accredited Company

IT managed services company, The Internet Group, has proved that size isn’t everything by becoming the world’s smallest company to achieve a 3 star Service Desk Institute (SDI) accreditation in recognition of its customer-led approach to IT support. With a 26-strong team manning its support desk, the company joins heavyweights including O2, Barclays and Linklaters in achieving the Service Desk Certification (SDC).

Following an eighteen-month programme, The Internet Group’s service desk and support team was awarded the 3 star rating for its open and direct communication with clients and was seen to excel in the areas of leadership, policy and strategy, and people management. The SDI auditor also praised staff for and ensuring operational excellence at all times.

Customers benefit from complete visibility of the team’s actions, through transparent reporting, regular account management reviews and comprehensive service level agreements.

On achieving the certification, Mitchell Feldman, sales and marketing director at The Internet Group, comments: “Our core focus as a business is to strive to improve our customer satisfaction levels. We have made a number of changes in the past year and a half – including the appointment of a new service desk manager and implementation of our bespoke knowledgebase system - which have helped us provide a higher level of service and achieve the 3 star accreditation.”

“With these improvements starting to bear fruit and more plans for the future, we can punch above our weight with ease and are confident of an even higher score in the next audit,” he continues.

Howard Kendall, chairman and founder of the SDI adds: "It is sometimes difficult to maintain high levels of service in a fast growing business. The Internet Group has used the SDI's globally recognised Service Desk Standards to ensure their customers are given the best possible service and to demonstrate that they are truly dedicated to best practice."

The SDI’s SDC audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements. Based around ITIL and ITSM frameworks, the certification evaluates companies in the following areas: incident and problem resolution; change and release management; service level management; availability and capacity management; configuration management; business continuity and financial management; knowledge management and customer relationship management.