Road to Service Desk Excellence

The journey begins!

Last July 30, 2018, Cambridge University Press – Philippines entered a deal with SAS Management, Inc., Asia’s leading consulting and training services provider. SAS Management, Inc. will provide Service Desk Institute’s (SDI) Service Desk Certification (SDC) programme, the only industry, standards-based accreditation programme designed specifically to certify service desk quality. This also marks the beginning of Cambridge’s journey towards a business-led 4-star rating.

Cambridge University Press, the printing and publishing house of the University of Cambridge (UK) and the oldest press house in the world, has been holding office in Makati, Philippines since 2003. Their 4-person office 15 years ago has now bloomed into an almost 300-person organization, providing high-quality research, educational materials, and best-selling titles in digital form.

Cambridge University Press-Philippines wanted to ensure their service desk remained at par with the standards set globally by SDI, which is also based in the UK.

The project will be divided in different stages, starting with surveys, interviews, documentation audits, GAP analysis and recommendations.   Succeeding stages will include developing the learning plan, implementation, certification audit, and then the surveillance audit which will include objective evidences and recommended improvements, if any.

In a few months’ time, the goal for 4-star rating in the maturity model will be achieved.

SAS Management, Inc. is Asia’s leading training and consulting company offering an extensive selection of vendor-accredited training and certifications from top accreditation bodies/partners, such as Axelos, PEOPLECERT, PMI®, PECB, APMG, ISACA, SDI, Gamingworks and IASSC, and has trained over 52,000 professionals worldwide.