We’re delighted to announce that Air IT has successfully achieved a 3-star Service Desk Institute (SDI) certification for the second consecutive year, building further on our ‘Customer-led’ maturity level.

Service Desk Manager, Josh Turner, and Service Delivery Manager, Paige Smith


We first achieved the prestigious 3-star accolade in 2018, following nearly two years of preparation, a two-day pre-assessment and an in-depth four-day audit.

One year later and we’re delighted to have welcomed the auditor back to our headquarters for a further two days of surveillance and re-evaluation – this time building further on our score and strengthening our 3-stars.

SDI 3 Star Accredited Service Desk


We’re delighted that the SDI has acknowledged our continued improvement in a number of key areas, specifically in MI and Reporting, People Management, and our Service Desk Processes and Procedures. We’re all very proud of this achievement and I’d like to say a big thank you and well done to the Air IT team, who’ve all played a part in our SDI journey. We now have 12 months to work hard and hopefully secure 4 stars next year!

Paige Smith, Service Delivery Manager at Air IT

The SDI’s certification programme evaluates service desk operations against globally-recognised best practice standards. With a comprehensive set of 130 criteria across nine key concepts – including Policy and Strategy, Customer Experience, and Social Responsibility – the audit examines the whole company.

We provided thorough evidence that we meet the high standards required to achieve 3-star certification, and feedback from interviews with clients and employees was taken into consideration. As a result, we’re delighted to have maintained our title as one of just two small enterprise MSPs to achieve the prestigious 3-star certification.


Air IT has demonstrated that by adopting the SDI Global Best Practice Standard as part of its culture, continual improvement has been successfully achieved yet again. I am very proud and it’s a huge pleasure to congratulate Air IT for retaining their 3 Star Customer Led status. Having met the team personally, I know they are passionate in every way and this is reflected in their continual achievement. Well done to each and every one of you at Air IT.

Paul Rodrigues, Chairman at the Service Desk Institute

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