Who is it for?

  • Anyone working or preparing to work in a service desk function. It may also be of interest to project managers, business managers and business owners.

Entry requirements

  • You must hold the Foundation Certificate in IT Service Management and it’s recommended to have at least one year’s experience in an IT service management environment or a number of years’ experience in a specialist service management discipline.

What will I learn?

  • This course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving a service desk and the management of incidents, leading to a specialist qualification in service desk and incident management (SDIM).

The syllabus includes training objectives, details of modules and learning hours, plus a recommended reading list:

Download our latest syllabus (PDF)

How do I get this certification?

Training and exam (recommended)

Take this course with one of our accredited training providers.

How long will it take?

Classroom courses normally last three days.

Where can I study?

At a BCS accredited training provider near you.

How much does it cost?

Course prices vary depending on your chosen training provider and course format.

Find a provider

Exam only (self study)

Ideal if you’re self-motivated and already know something about service desk and incident management.

How long will it take?

It usually takes a minimum of 18 hours to prepare for the exam.

Where do I sit my exam?

At the BCS London office. To book this exam please contact us online or call +44 (0) 1793 417417.

Contact us online

What format is the exam?

  • 90 minute 'closed book' with 25 multiple choice questions
  • Pass mark is 64% (16/25)

This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualifications Wales, CCEA Regulation or SQA.