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Certified Service Desk Professional(CSDP)

About Certification

GSDC's Certified Service Desk Professional Certification is an industry-standard based accreditation program designed specially to improve the service desk quality. Business Process Outsourcing has overwhelmed the world and with the coming of quicker web speeds and unbounded jumps in correspondence innovation, this pattern is just going to get more grounded and significantly more serious. This open-door turned into the key vector for revealing shrouded openings while twisting the speed of service delivery nonetheless, this pattern has likewise paved the way for greater levels of popularity furthermore, desires.


To meet such expectations, one must be empowered with proper knowledge and skill set that matches the industry-standard especially with the multiplication of service providers, a global certificate to validate your competency will be your organization's trump card in winning clients. Service Desk Professional Certification's course content teaches you about Business Relationship Management, Communication, Collaboration Problem-solving skills, IT Service Management, Improving Service Desk SLA's & KPI, Proactive Problem Management, Quality Service Improvement assurance program, Managing customer feedback, AI & automation.

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The objective of the Certified Service Desk Professional Certification includes a deep understanding of:

  • The Service Desk
  • The Service Desk and Support Analyst
  • Best Practices
  • Policies and Legislation
  • Service Commitments and Ethics
  • Service Attitude
  • Teamwork
  • Business Relationships
  • Positive Approach and Attitude
  • Process Management
  • Incident Management
  • Incident & Service Request Recording
  • Request Fulfillment
  • Escalation
  • Status Updates
  • Problem Management
  • IT Change Management
  • Service Level Management
  • Service Catalog
  • Service Delivery Models
  • Knowledge Management
  • Information Security Management
  • IT Service Continuity Management
  • Quality Management
  • Customer Satisfaction Surveys
  • Service Desk Metrics and Statistics

Target Audience


Support Analyst

Service Desk Analyst

Client Support Technician/Consultant

Customer Support Officer/Analyst

Technical Support Officer/Analyst

Service Center Officer/Analyst

IT Team Leads



Few benefits of getting a Certified Service Desk Professional certification are:

Align your organization practices to the global standards to deliver consistent, higher quality service and support to your customers

Understand and leverage the benefits of utilizing a Service Catalog for responsibility ownership

Foster an environment of Continuous Service Improvement through the implementation of customer surveys, service level agreements and operational level agreements

Provide higher management with better insights with the help of the right metrics to gauge Service Desk performance



  • There are no prerequisites for this certification. But the participants must belong to an ITIL background.


Multiple-choice exam of 40 marks.
You need to acquire 26+ marks to clear the exam.
If you fail, free re-examination within 30 days from the date of 1st exam attempt.


Sample Certificate


Service Desk Professional Exam Syllabus

1. Roles and responsibilities:

  • Learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
2. Business Relationship management:
  • An understanding of what Business Value is and how to create it
3. Communication, Collaboration Problem-solving skills:
  • A close look at problem-solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
4. IT Service Management:
  • Learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management

5. Improving Service Desk SLA's & KPI:

  • Type of Metrics, their importance & usages

6. Proactive Problem Management:
  • Incident trend analysis, implementation.
7. XSLA:
  • Art and science of Experience level SLA's, managing customer experience, Building XSLAs and getting them into operation,
8. Quality Service Improvement assurance program:
  • Review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
9. 7 Quality tools for Service Desk Performance Improvement:
  • Cause-and-effect diagram, Check sheet, Control chart, Histogram, Pareto chart, Scatter diagram, Stratification
10. Managing customer feedback:
  • Understand the purpose, objectives, and components of successful feedback management
11. AI & Automation:
  • Leveraging AI technology such as chatbots and predictive analytics to transform IT service management, identify common examples, benefits and challenges of AI and automation within service management



The Global Skill Development Council (GSDC) is an independent, vendor-neutral, international credentialing and certification organization for the emerging technologies:

  • Advisory board members and SMEs are from around the world, drawn from different specializations.
  • Supported by the world's most esteemed thought leaders from Yale, MIT, Stanford, Wharton, and Harvard.
  • Hub of Trending Technologies and framework certifications.
  • Content curated by Industry's best Subject matter experts.
  • Webinars and Conferences.
  • Training Partners Across The Globe.

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The Global Skill Development Council (GSDC) is an Independent, Vendor Neutral, International Credentialing and Certification Organization for Professionals.