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ITIL® 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

ITIL® 4 Practitioner: Service Desk self-study courses and exams

In this showcase you will find a selection of self-study material and exams concerning ITIL® 4 Practitioner: Service Desk within ITIL 4 Edition 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.

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

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

 

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 an ITIL 4 Practitioner: Service Desk self-study course, including:

  • The PeopleCert Official Training Material (OTM), a self-study manual including slides, notes, quizzes and sample papers
  • The official PeopleCert eBook
  • A PeopleCert exam voucher code valid 12 months
  • Online asynchronous coaching with an accredited trainer*
  • 2 hours of remote live coaching (optional)

* 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.

Candidates may decide to add the remote coaching hours with our accredited trainers to better prepare for the final certification exam.

Otherwise, candidates can attend an ITIL 4 Practitioner: Service Desk training in a virtual classroom or in classroom on scheduled dates or in-house.

If you want to achieve all the five ITIL 4 Monitor, Support and Fulfil practices certification, iLEARN makes available also the ITIL 4 Specialist: Monitor, Support and Fulfil Combined self-study package, covering the 5 ITIL 4 Practitioner courses and exams included in the batch.

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.
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.

Duration

  • Self-study course duration: 12 months available to download the self-study material
  • Classroom/virtual course duration: 1 day

Thanks to the new App "iLEARN LMS", you can access youre-learning course from anywhere and at any time you want on your mobile devices. Download it now!

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Accreditation

PeopleCert

Courses languages

English

Teacher language

English

Material course language

English

Exam type

Online

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

Online

Exam language

English

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%

Frequently Asked Questions

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

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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.

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