Service Desk Certified Expert (SDCE)

Exam Details:

• Exam Name: Service Desk Certified Expert (SDCE)
• Exam Format: Multiple-Choice questions
• Exam Delivery: Web-based (single browser), closed book, not outside assistance, timed
• Exam Duration: Once the exam begins, students have 60 minutes to complete the exam
• Number of Questions: 40
• Passing Score: 65%
• Available Languages: English/Spanish

• Service Desk Fundamentals
• Incident and Problem Management
• Customer Service and Communication
• User Experience and Self-service
• Change Management and Security
• Tools and Technologies (ServiceNow, Jira)
• Continuous Improvement and Metrics
• Leadership and Team Management
• Case Studies and Real-world Projects

This certification is ideal for IT professionals managing or participating in Service Desk operations, Service Desk leaders and managers, IT consultants implementing Service Desk solutions, technical support engineers, and anyone interested in improving user experience in IT service delivery.

There are no formal prerequisites for this certification. However, it is recommended that candidates have a basic understanding of IT service operations and service desk management tools.