12 November 2019
Endava Ranked In The Top Three Service Desks In The World Thanks To 5-Star Certification By SDI
CLUJ-NAPOCA, TIMIȘOARA, PARANA - Following an in-depth audit of their service desk offering, the Service Desk Institute (SDI) awards Endava a 5-Star ‘World-Class’ Certification, in recognition of their high level of service.
Following the SDI surveillance audit last month, the Endava service desk teams have achieved 5-star Service Desk Certification, after having maintained the 4-stars standard for two consecutive years and passing the additional 5-star criteria.
The 5-Star Service Desk Certification is the definition of the ultimate levels of quality and delivery for world-class service desks and provides an aspirational guide for all service management organisations. SDI introduced the new 5-Star Standard in 2012 to recognise those progressive organisations that are able to deliver the highest possible level of customer service.
To award the 5-Star Certification, SDI carried out a four-day audit incorporating feedback from clients and staff, and worked alongside members to understand how the team provide services to a broad range of organisations. They found true integration of the service desk with the wider service management functions and demonstrable strength and commitment to delivering excellence.
With only two other companies in the world achieving this level of certification (CGI and O2 Telefonica) Endava is now part of the top 3 Service Desks in the world. The 5-star “World-Class” Certification also aligns with Endava´s overall vision of being the globally accepted leader at providing a “Smart Desk” service.
SDI’s Service Desk Certification (SDC) programme is the only industry standard-based accreditation programme designed specifically to certify service desk quality.
Joining the SDC programme means Endava’s service desk teams and services have been audited against all 138 criteria in the “Global Best Practice Standard for Service Desk” and assessed for compliance before being given an overall score.
The audit is a full review of an entire service desk operation using interviews, desk-side observations and a review of service level metrics. Evidence-based material is required prior to the audit to confirm the service desk conforms to the Best Practice Standard. If rated at a “Proactive” level or above, Service Desk Certification and a star rating are awarded.
For the Endava teams, this accomplishment spans a three and a half year journey which started when they initially entered the SDI Certification programme back in 2016. Since then, the teams have consistently improved their ways of working, successfully passing each SDI audit. Year on year the company’s certification score increased, earning them two consecutive years the top 4-star mark, which meant they became eligible for the 5-star audit. In the 2019 audit, SDI recognised Endava´s Knowledge Management and CSAT/CX processes as outstanding practices, naming them as leading the industry and considering them relevant for the 5-star accreditation.
“We’re very proud of our teams for this achievement. A 5-star SDI rating reflects how well our service desk teams understand our customers’ needs, challenges, but also the quality and effectiveness of the bespoke solutions they provide for them. We will definitely continue to improve our offerings, services and our work environment, as both the success of our people and of our clients are dependent on it. Congrats once again to everyone in the Endava Service Desk across all our locations!” Ovidiu Spinean, HEAD OF USER CENTRIC SERVICES, ENDAVA
Supporting Endava´s core purpose of reimagining the relationship between people and technology through their Product & Technology Strategies, Intelligent Experiences, and World Class Engineering propositions, the Service Desk offering delivers a cost-effective blend of highly-motivated, skilled service analysts, and frictionless self-service, fully covering their clients’ service desk needs and serving over 27,000 end-users globally.
“This is an incredible achievement of which everybody at Endava can be truly proud. As we've seen over the last few years, incorporating Service Desk Certification into day-to-day business as usual, is helping to drive value, service improvement and is differentiating Endava from less forward-thinking organisations. The service desk teams have shown tremendous commitment over the past 3.5 years to global best practice and delivering an outstanding customer experience. This dedication to improving and aligning Endava’s service delivery model to the ‘Global Best Practice Standard for Service Desk’, means they can now be globally and officially recognised as delivering a World Class 5 Star Certified service. A huge congratulations to you all.” - Tessa Troubridge, Chief Executive Officer (CEO) Service Desk Institute.
Endava is reimagining the relationship between people and technology.
We have helped some of the world’s leading Finance, Insurance, Telecommunications, Media, Technology, and Retail companies accelerate their ability to take advantage of new business models and market opportunities. By ideating and delivering dynamic platforms and intelligent digital experiences, we help our clients fuel the rapid, ongoing transformation of their business.
By leveraging next-generation technologies, our agile, multi-disciplinary teams provide a combination of Product & Technology Strategies, Intelligent Experiences, and World Class Engineering to help our clients become more engaging, responsive, and efficient.
Endava has 5,754 employees located in close to client locations in Denmark, Germany, Netherland, United Kingdom, United States and nearshore delivery centres in the European Union: Romania, Bulgaria; Central European Countries: North Macedonia, Moldova and Serbia; Latin America: Argentina, Colombia, Uruguay and Venezuela.
Along with investing in long-term customer relationships, Endava recognised the importance of providing rewarding and challenging careers for our people and, by doing so, has established itself as the employer of choice in certain regions.
Since 1988 SDI has been inspiring service desks and service desk professionals worldwide to be brilliant!
Tried and tested by thousands of companies and service desk professionals in over 150 countries, SDI partner with service desks on their transformation journeys and IT service professionals on their career journeys. We’re here to support you in shaping the future of your company’s IT service wherever you are in the world.
SDI’s globally accepted Service Desk Certification (SDC) programme is the only benchmarking scheme based on industry best practice standards, designed specifically to certify service desk quality.
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