loginITIL® 4 Practitioner: Service Desk Courses
ITIL 4 Practitioner: Service Desk certification training courses and exams based on the ITIL practice for Service Desk.
Summary of Topics
- Availability and prices of ITIL® 4 Practitioner: Service Desk courses
- What is Service Desk and what does a Service Desk do?
- What is ITIL 4 Practitioner: Service Desk training useful for?
- How to achieve the ITIL 4 Practitioner: Service Desk certification?
- How to prepare for ITIL 4 Practitioner: Service Desk exam?
- Details about ITIL 4 Practitioner: Service Desk course
Availability and prices of ITIL® 4 Practitioner: Service Desk courses
ITIL 4 Practitioner: Service Desk online courses and exams
In this showcase you will find a selection of online courses and exams concerning ITIL® 4 Practitioner: Service Desk within ITIL 4 qualification scheme and ITIL 4 Practices.
If you do not see a specific ITIL 4 Service Desk course or ITIL 4 Service Desk exam, please contact us.
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What is Service Desk and what does a Service Desk do?
The service desk acts as a crucial intermediary between service providers and users, playing a pivotal role in enhancing user experience, customer satisfaction, and the overall success of service relationships through efficient practices.
A service desk is responsible for providing customer support, handling inquiries, troubleshooting technical issues, and ensuring the smooth operation of services or products offered by an organization.
What is ITIL 4 Practitioner: Service Desk training useful for?
The ITIL 4 Practitioner: Service Desk practice module is designed for IT professionals aiming to validate their expertise in this specific area. It enables individuals to showcase their comprehensive understanding and practical implementation of the ITIL 4 Service Desk practice, encompassing both strategic and operational levels to maximize value in this domain.
iLEARN ITIL 4 Service Desk training is designed to support candidates in achieving the necessary knowledge and capabilities to be awarded as a Service Desk professional.
How to achieve the ITIL 4 Practitioner: Service Desk certification?
The ITIL® 4 Practitioner: Service Desk certificate is obtained upon successfully passing the related ITIL certification exam.
To be eligible for ITIL 4 Practitioner: Service Desk exam, candidates must hold an ITIL 4 Foundation or an ITIL 4 Managing Professional Transition certificate. The related training is also mandatory to sit for the exam.
ITIL 4 Practitioner: Service Desk is one of the five practices included in ITIL 4 Monitor, Support and Fulfil batch, under the ITIL 4 Practice Manager stream. Once a candidate obtained the Service Desk certificate along with the other four practice certificates, he/she will be awarded with the ITIL 4 Monitor, Support and Fulfil certification.
How to prepare for ITIL 4 Practitioner: Service Desk exam?
Candidates can prepare for the exams in different ways, thanks to iLEARN training packages.
iLEARN provides the official PeopleCert eLearning course, including:
- Interactive learning modules
- Official manual in digital format
- PeopleCert Official Training Material (OTM) - Official course material, released by PeopleCert, to be used for self-study
- 2 official PeopleCert sample papers
Candidates may also decide to add 2 hours of remote coaching with an accredited trainer to better prepare for the final certification exam.
iLEARN makes available also the ITIL 4 Specialist: Monitor, Support and Fulfil Combined eLearning course, covering the 5 ITIL 4 Practitioner courses included in the batch, with the same characteristics of the single practice courses.
Otherwise, candidates can attend an ITIL 4 Practitioner: Service Desk training in a virtual classroom or in classroom on scheduled dates or in-house. The options available are listed at the top of this page and you can directly choose and purchase your preferred one from there.
Details about ITIL 4 Practitioner: Service Desk course
Objectives
- Define key concepts, principles, value, and challenges of Service Desk.
- Capture demand for incident resolution and service requests.
- Establish and maintain communication channels and interfaces between the service provider and users.
- Enable effective, efficient, and convenient communications between the service provider and its users.
- Apply Service Desk metrics to improve performance.
- Measure, assess, and develop the Service Desk practice capability in their organization using the ITIL Maturity Model.
Who it is aimed at
This training course is designed to validate the skills and knowledge of professionals aiming to enhance cross-practice collaboration and create effective service value streams. This course is applicable to job roles such as Service Desk Analyst, Service Desk Manager, Application Support Engineer, Service Desk Engineer, Network Engineer, Service Desk Operator, Service Desk Technician or IT Support Manager.
Contents
- Key concepts of the practice
- Processes of the practice
- Roles and competencies of the practice
- How information and technology enable the practice
- Role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- How the guiding principles support the practice
Prerequisites
In order to access ITIL 4 Service Desk exam, candidates must hold an ITIL 4 Foundation certificate or an ITIL 4 Managing Professional Transition certificate.
Furthermore, candidates must have taken the related accredited training course.
Duration
- Online course duration: 12 months access to the course
- Classroom/distant course duration: 1 day
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Accreditation
Courses languages
Teacher language
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Exam type
Certification
ITIL® 4 Practitioner: Service Desk official certificate
This certification is subject to the PeopleCert Continuing Development Programme.
Find out how and when to renew your certification.
Certificate type
Exam language
Exam format
- Duration of 30 minutes (25% extra time for candidates taking the exam in a language other than their native language)
- Closed book
- 20 multiple choice questions
- 1 mark for each correct answer
- Passing score: 13/20 marks - 65%