We are thrilled to announce that Air IT has successfully obtained a 4-star ‘business-led’ Service Desk Institute (SDI) certification. We are now the only small-to-medium Managed Service Provider (MSP) currently to hold a prestigious 4-star rating worldwide.

Air IT service desk celebrate their 4-star SDI achievement

Paige Smith, Senior Service Delivery Manager, with Steve Brett, Service Desk Manager, the Air IT Service Desk team


What is the Service Desk Certification (SDC)?

The SDC is a standards-based accreditation programme that has been specifically designed to certify the quality of IT service and support operations worldwide. Its aim is to provide a framework for service desks to benchmark performance, improve their processes and increase maturity levels to deliver outstanding service.

As a result, we’re delighted to become the only SME MSP to currently hold a 4-star ‘business-led’ rating, adding further depth to our status as one of the top, most progressive managed service providers worldwide.


How it works

Going one step further than typical industry standards such as ITIL and ISO/IEC 20000, SDC is assessed and verified by an experienced auditor, with the level of stars awarded based on overall maturity levels:

  • Proactive ⭐ ⭐
  • Customer-led ⭐ ⭐ ⭐
  • Business-led ⭐ ⭐ ⭐ ⭐
  • World-class ⭐ ⭐ ⭐ ⭐ ⭐ (only ever achieved by three organisations worldwide)

The programme and assessment process is extremely in-depth and comprehensive, covering all business areas from leadership to processes and procedures to customer experience.

Evidence is a key part of the assessment which includes a variety of staff and client interviews to be carried out, as well as satisfaction surveys, desk side observations, and an in-depth review of our processes and performance metrics.

SDI 4-star rating

Our ‘business-led’ 4-star rating

Air IT has now made its mark as the only small-to-medium MSP currently holding a 4-star certification, demonstrating our commitment to service excellence, best practice and continual improvement.

We first started our SDC journey in 2018 when we achieved a 3-star ‘customer-led’ rating, which we maintained for three years running. Our new 4-star rating reflects the investment we have made into our people, processes and overall customer experience over the past few years, coinciding with our recent growth and expansion.



Paul Rodrigues, Chairman of SDI, said:

Everyone at Air IT should be very proud of what they have achieved, and this outstanding score is a true reflection of their passion and dedication to enabling business value and driving sustainable improvements. The Air IT leadership team and everyone involved in the SDC programme should be congratulated on achieving a 4-star business-led accreditation which is a worthy reflection on their commitment and hard work.

It would be amazing to see Air IT continue to develop within the SDC program and potentially attain a 5-star World Class rating at a future audit. We are proud to have Air IT as an SDI customer and to be able to have joined them on this amazing journey, well done to all involved.

Senior Service Delivery Manager, Paige, and Head of Service, Rob, with the new SDI trophy


Paige Smith, Senior Service Delivery Manager at Air IT, said:

The whole team is so proud to have achieved a four-star SDC, putting us in the top 14 service desks in the world according to SDI’s standards. We have worked incredibly hard over the past few years to further improve our services and ensure we deliver exceptional service that is second to none, so we are thrilled that our efforts have been acknowledged with an extra star. We’re committed to continual improvement and look forward to working towards a World Class 5-star rating over the next few years.


James Healey, COO at Air IT, said:

We’re thrilled that the SDI has acknowledged our continual improvement in all areas of the business, highlighting the ongoing commitment to customer service which Air IT is renowned for. Our service desk is at the core of what we do, and I’d like to say a huge thank you and well done to the entire Service Delivery team. To achieve this recognition alongside our ongoing expansion and during a pandemic is no mean feat and is testament to the strength and dedication of the team. We’re incredibly proud of them for fully engaging with the SDC programme whilst working hard to support our clients and delivering outstanding service.

An award-winning team

The certification comes shortly after Air IT was named as one of the UK’s top MSPs in the Channel Futures MSP 501 industry rankings and won the Channel Partner Insight’s Next Generation MSP Award 2021.

Once again, we would like to thank the team for their efforts and for enabling us to continue our journey to become the UK’s leading and most client focussed MSP.


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