ITIL® 4 Practitioner: Service Desk e-learning with exam voucher
E-learning code:
This course focuses on enhancing service desk practices and skills within the ITIL framework, aiming to improve overall service delivery and customer satisfaction.
The ITIL® 4 Practitioner: Service Desk Training Course is tailored for IT specialists overseeing the regular functioning of a service desk. The course might also benefit IT professionals who are not directly involved with the service desk tasks but need a good understanding of how it works.
A few of the professionals who will benefit the most from this course are:
- Service Desk Analysts
- Service Desk Managers
- Application Support Engineers
- Service Desk Engineers
- Network Engineers
- Service Desk Operators
- Service Desk Technicians
- IT Support Managers
To attend the ITIL® 4 Practitioner: Service Desk Training, participants must have the ITIL® 4 Foundation Certification.
ITIL® 4 helps in maximising digital technology to embrace digital transformation, drive corporate strategy, and co-create value with customers. The goal of the course is to capture demand for incident resolution and service requests. ITIL® 4 increases the organisation's and ITSM's adaptability to sudden changes.
The ITIL® 4 Practitioner: Service Desk Training Course provides a comprehensive understanding of service desk principles within the broader ITIL framework. Mastery of ITIL® 4 Practitioner is crucial for IT professionals seeking to enhance service desk operations. This course is particularly relevant for Service Desk Managers, Support Analysts, and IT professionals aiming to streamline service delivery and improve customer satisfaction.This 1-day Course is designed to enlighten managers on how to manage service desks productively if they comprehend the rationale behind the practice, important terminologies, and the function of communication channels. Delegates will learn about the organisation's overall capacity and efficiency, which will be improved by learning how to use the ITIL® Capacity Model for practice development.
Course Objectives
- To comprehend the core purpose of service desk practices
- To identify key role responsibilities within the practice
- To recognise how to structure the practice organisationally
- To apply tools and technology for practice enablement
- To manage relationships with partners and suppliers efficiently
- To use the ITIL® Capability Model for practice development
At the end of this training, delegates will be able to improve service delivery and value development by integrating these procedures into their company's value streams. They will also be able to apply automation principles and use tools and technology to assist and enable the practice.
Interested in other areas as well? We offer e-learning for all ITIL® 4 training qualifications marked with a green frame:
Module 1: Key Concepts of the Practice
- Purpose of the Practice
- Practice Success Factors (PSF)
- Key Metrics of the Practice
- Key Terms/Concepts
- Communication Channels Characteristics
- Omnichannel Communications
- Service Empathy
- Moment of Truth
Module 2: Processes of the Practice
- Inputs and Outputs of the Processes
- Key Activities of the Processes
- How to Integrate the Practice in the Organisation’s Value Streams?
Module 3: Roles and Competencies of the Practice
- Responsibilities of the Key Roles of the Practice
- How to Position the Practice in the Organisational Structure?
Module 4: How Information and Technology Support and Enable the Practice
- Tools Application
- How to Apply the Recommendations on Automation?
Module 5: Role of Partners and Suppliers in the Practice
- Dependencies of the Practice on Third Parties
- How Partners and Suppliers can Support the Practice?
Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice?
- How do Capability Criteria Support the Practice Capability Development?
Module 7: Recommendations for the Practice Success
- Recommendations for the Service Desk Practice Success
- How they are Supported by the ITIL® Guiding Principles?
The ITIL® 4 Practitioner: Service Desk Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service desk operations. This certification focuses on effectively managing and delivering quality support services to users and customers. The exam format is as follows:
- Type of Questions: Multiple Choice
- Total Questions: 20
- Number of marks: 20 Marks
- Pass mark: 65%, or 13/20 Marks
- Duration: 30 Minutes
- Open Book/Closed Book: Closed book
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.
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Course administrator
I really liked the course throughout, it was interesting and useful. In addition to the curriculum, I learned quite a few little tricks that I didn't know before.
Erzsébet Zsellár
HVG Kiadó Zrt.