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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

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.



iLEARN has introduced its brand-new service, the Learning Digital Assistant, a study support service that aids you in learning the content for all ITIL 4 certifications, thanks to the integration of Artificial Intelligence into our eLearning platform. Add it to your course by selecting it as an option during the purchase of your ITIL package, or purchase it by selecting the product in the showcase at the beginning of this page.

Discover all the details about your new virtual personal guide for ITIL 4 training.


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 online courses, 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


  • 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.


  • 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.


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

Our e-learning platform is optimized for access via web browsers, including mobile!



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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.

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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

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.