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ITIL® 4 Practitioner: Service Desk exam + Self study material

ITIL® 4 Practitioner: Service Desk exam + Self study material online provided by iLEARN Innovative Learning

Purchase Options
Purchase Options Complete your package!
Starting from
209,00 EUR
198,55 EUR up to 30/06/2024

PeopleCert voucher code validity*

The voucher allows you to take the online exam with the Examination Institute PeopleCert. You will automatically receive the exam voucher code as of the activation date of your account on the platform. In any case, iLEARN reserves the right to send the exam voucher in every moment after the purchase.
The voucher is valid for 12 months from the date of issue.
Please read the exam session rescheduling and the voucher extension policies at this link.

12 months validity from issue date. I confirm I have read terms. - 0.00
Exam location*

The country where the online examination is sat determines the price of the product.
For more information, please read the Commercial Conditions (1.3 Exam location).

Please, select one of the below options.

PeopleCert Official Training Material*

This package includes in the price the PeopleCert Official Training Material (OTM), an extra study resource to the training course provided by iLEARN.
You will be able to access and download the material from our eLearning platform, using the credentials that will be provided to you.

Please select below the language in which you would like to receive the OTM.

ITIL 4 Practitioner: Service Desk - English - 0.00

Facultative options

Exam certificate

The official electronic certificate (e-certificate) is provided free of charge and automatically, as a result of exam, and it has the same validity of the paper certificate.
If you still want to receive the paper certificate, in addition to the electronic certificate, choose this option. The certificate will be sent directly to the address you provide at the exam registration.

Paper format - 30.00

Attendance confirmation

With this option you can request to receive the attendance confirmation, available in electronic (pdf) format.

PDF format - 10.00

PeopleCert Take2 - Second exam attempt

Add the re-sit option to your exam voucher!
iLEARN gives you the chance to retake the exam in case you fail the first attempt.
You will have up to 6 months from the date of the first attempt to retake your exam.

Add a second attempt to your exam voucher. - 59.00

Add the manual in paper format

You can request the paper version of the manual paying an extra fee, selecting this option.

If you select this option, please send us by email the shipping address for the manual.

I want to request the official manual in paper format. - 99.00

Add a coaching session with an accredited trainer

You can add a coaching session with an accredited trainer.

The coaching will be held live through a web-conference tool (Microsoft Teams) and will enable you to discuss about the topics that are less clear to you with our trainers, including information about how to handle the certification exam. We recommend to take the coaching session after studying the self-study material and before taking the exam, to make sure you are prepared for the official examination.

You can choose different durations for your coaching: 2, 4 or 8 hours. Please select the option you prefer in the list below.

2 hours - 239.00

PeopleCert official Mock Exam

This option gives you the possibility to access the official mock exam (exam simulator) in PeopleCert portal. With the exam simulator you will be able to simulate the real online exam experience (this is an additional service besides the mock exams already included in the course, if purchased).

I want to add to my package the official ITIL® 4 Practitioner: Service Desk exam simulator. - 59.00

Add 1 year PeopleCert Membership

By selecting this option, you will receive 1 year of PeopleCert Membership subscription (formerly known as MyAxelos).
For more details about the service, the PeopleCert Professional Development scheme, and the elements included in the subscription, visit this page.

I want to receive the 1 year PeopleCert Membership. - 109.00

Add the Learning Digital Assistant

Your personal study assistant anywhere anytime! 

Our Learning Digital Assistant is a tool available on our eLearning platform, leveraging advanced AI technology to provide real-time support for your academic queries.
From clarifying complex concepts to assisting with procedural inquiries, this tool offers comprehensive assistance tailored to your learning needs, enhancing efficiency and productivity in your studies.
The LDA service will be activate for the whole duration of your course access.

I want to add the Learning Digital Assistant to my course. - 99.00


By purchasing any online package, iLEARN gives you the possibility to access an online course for free for 30 days from ones listed below.
iLEARN also offers the possibility to add the relevant exam at a reduced price.
Furthermore, by selecting a ScrumLearn® or KanbanLearn® training course, you will get also 1-year free access to EasyBoards®, one of the best enteprise Kanban or Scrum team software tools integrated in our training offer for free.

For the complete list of our free courses, please visit this link.

iLEARN is an ATO (Accredited Training Organization) and an
AEO (Approved Examination Organization) of PeopleCert for ITIL® courses and exams
Logo ITIL ATO new small

For an online verification of accreditations, do a research with iCONS - Innovative Consulting S.r.l. of which iLEARN is a business unit.


ITIL 4 Practitioner: Service Desk practice module targets IT professionals aiming to demonstrate and validate their expertise in this particular practice area. The Service Desk serves as the liaison between service providers and users. The effective establishment and implementation of this practice can significantly impact user experience, customer satisfaction, and the overall success of service relationships.

ITIL 4 Practitioner: Service Desk 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%

For more information about technical requirements and online exam procedure, please click here.

What does the self-study material include?
  • 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
  • Online asynchronous coaching with an accredited trainer for 120 days*
  • A two hours coaching session with an accredited trainer (optional service)
  • Learning Digital Assistant - Get constant and immediate support by our training digital assistant, an AI chat tool which will answer to all your training questions and not only, directly on our e-learning platform (optional service)Discover more about the Learning Digital Assistant.

* Asynchronous coaching with an accredited trainer is provided to support learners’ understanding of the Peoplecert Official Training Materials.  Level of contact will vary in accordance with the candidate’s learning requirements. However, there is minimally one communication between the trainer and the learner to ensure that the learner understands how to navigate the course materials and agree to any plans for coaching interactions. The language of the coaching is English.

By ordering this self-study package you will cover all the requisites imposed by PeopleCert and will be eligible to take the final certification exam.





Individual price


  • Comprehend the essential concepts, principles, values, and challenges of the Service Desk
  • Identify the demand for incident resolution and service requests
  • Create and sustain communication channels and interfaces between the service provider and users
  • Foster efficient, effective, and user-friendly communication between the service provider and its users
  • Utilize Service Desk metrics to enhance performance
  • Evaluate, measure, and advance the Service Desk practice capability within their organization through the ITIL Maturity Model.

Who it is aimed at

This module module targets IT professionals aiming to demonstrate and validate their expertise in this particular practice area.


  • 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


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.
By ordering our ITIL 4 Practitioner self-study packages you will be eligible to take the related final certification exam, covering all the requisites imposed by PeopleCert.

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Frequently Asked Questions

No, all prices on the website are excluding VAT. However, remember that VAT is always not applicable in the following cases:

billing to a non EU company or citizen billing to a non Italian EU company with a valid VIES VAT id

You can check the VAT id on VIES portal at this link:

The website implements this rules automatically. However, you or your organization could be exempted by VAT application for other legal reason. In such a case contact us ( so that we can analyze and confirm your case. If so, please don't submit subscriptions using the website: your request will be handled through manual order handling processing.

With the purchase of e-learning packages with 30 days and 1 year of duration, exam doesn’t have to be necessarily taken within the closing date of the account on the e-learning platform. The validity of the exam voucher code is 12 months starting from the issue date.

During the purchase process it is possible to register data and details of each participant. 

The activation date of the package can be selected during the purchase process on our website. The days of access to the course, indicated in the title of the product, will be calculated starting from the selected date. Payment must be completed before the activation date.

30 days or 1 year are to be considered as the period, so the days, during which it is possible to access the purchased training courses on our e-learning platform. These periods start on the activation date selected during the purchase process on our webiste. The activation date can be chosen and selected within 30 days from the purchase date. If you need more flexibility, do not hesitate to contact us.  


Exam voucher code is usually issued at the activation of the e-learning course, anyway it can also be issued at the end of the e-learning course of sent after 24/48 hours from the order date. In case of purchase for exam only, exam voucher code is issued at purchase confirmation, always after the receipt of payment.