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In June, 2012, Maureen Lundgren-Gomes, Head of Service Desk and Training at Teleopti and the rest of the Teleopti Service Desk Team along with Miska Suves, COO successfully completed the second follow-up SDI Surveillance in order to ensure that we deliver sustainable service desk excellence.
The 3 star certification is the level of excellence and maturity that signifies customer led service and support and it is well earned. Teleopti has not only managed to stay on last year’s high level; they have improved in all 9 areas and the average score was 3,62 (scale 1-4).
These stars can not be fixed with short notice and by quick fixes; they are a result of persistent and professional work.
“Keeping the 3 Star Service Desk Certification and increasing the scores is the result of a company culture that the customer always comes first and of dedicated and structured work to define, refine and document roles, responsibilities and processes. These processes are primarily in Teleopti Service Desk, but also in other functions within the company, including partner relations. Dedicated staff was the success factor in the change process.” says Maureen Lundgren Gomes.
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.
About the Service Desk Institute (SDI) Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe’s only support network for IT service desk professionals, providing customized qualifications, training courses and service management consulting.
SDI offers the opportunity for international recognition of the support centre operation through its globally recognized Service Desk Certification audit program. Further information about the SDI can be found at www.sdi-europe.com
TELEOPTI is the leading provider of solutions for strategic Workforce Management as well as Telecom Expense Management.
The company is renowned for developing advanced and user-friendly solutions based on clients’ requirements. Hundreds of enterprises around the world rely on solutions from Teleopti to attain optimal operational efficiency and provide the highest levels of service.
Teleopti, established in Stockholm, Sweden in 1992 operates through a comprehensive network of partners. Visit our website www.teleopti.com to find out more.
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