CGI in the Philippines has reached another milestone in service desk excellence, earning a 4-star accreditation from the Service Desk Institute (SDI) through its Service Desk Certification (SDC) program. This marks the second consecutive year CGI has received the accreditation, recognizing improvements in key areas on operational performance.
Following its 2026 surveillance audit, SDI confirmed that CGI has successfully retained its 4-star certification through June 2027, with an overall score of 3.76. CGI’s People Management score increased from 3.9 to 4.0 over the past year. SDI also awarded CGI a score of 4.0 in both Process & Procedures and Corporate Social Responsibility, compared to last year’s 3.9 ratings. Management Information & Reporting increased from 3.57 in 2025 to 3.72 in 2026. The audit also found that customer survey results were 100% positive in almost every aspect measured, including professionalism, responsiveness, communication and ownership.
The audit highlighted significant progress, particularly in enhancing service efficiency and user experience through AI and automation. CGI was also praised for its improved risk management through project-level and centralized risk registers, giving leadership better visibility into risks. Key achievements included stronger governance, enhanced reporting and operational management practices and improved customer and stakeholder relationships. The audit also noted CGI’s enhanced alignment with the Information Technology Infrastructure Library (ITIL), International Organization for Standardization (ISO) and Capability Maturity Model Integration (CMMI) frameworks. Additionally, positive employee feedback reflected a collaborative culture and a strong commitment to development and innovation. The SDI assessment also recognized the ongoing evolution of the service desk from an operational support function into a strategic business partner.
The accreditation was awarded to the End-User Support Services (EUSS) team at CGI’s Philippines Global Delivery Center, which provides IT support to clients as part of CGI’s Business Process Services (BPS). The audit confirmed the use of AI-powered virtual assistants by EUSS, noting that its automation has evolved beyond initial chatbots. SDI highlighted that EUSS’ virtual agents are now capable of resolving requests, that ServiceNow NOW Assist has been adopted into its operations and that AI-powered search is used in knowledge management. The report stated that these capabilities contributed to improved efficiency, better collaboration, enhanced knowledge management and improved customer experience, reporting and operational insight. This reflects CGI’s commitment to delivering high-quality IT support, improving operational performance and enhancing customer experience.
CGI brings together proven methods, technology and experienced teams to deliver measurable outcomes. For customer experience operations, this includes human-centered design, speech analytics, natural language processing, data-driven dialling and AI-powered virtual assistants for inbound and outbound interactions.
“CGI’s Philippines Global Delivery Center has shown impressive maturity, professionalism and a clear commitment to continual improvement, successfully retaining its 4-star certification while continuing to strengthen its capabilities across leadership, customer experience, employee development, governance and technology enablement,” says Paul Rodrigues, Chairman of the Board at the Service Desk Institute. “Retaining a 4-star rating is a significant accomplishment and provides a strong platform for future success.”
Established in 1988, SDI is an internationally established program that evaluates service desk quality against SDI’s Global Best Practice Standard for Service Desk, recognizing organizations that demonstrate strong service management practices and a commitment to continuous improvement. With more than 35 years of IT service management expertise, SDI supports organizations worldwide through certification, training, industry best practices and service improvement programs, all with a mission to inspire service desks and support teams to be brilliant.
