ITIL®4 Practitioner: Service Desk
Service Desk is the point of contact between the service providers and users. Effective development and application of the practice can significantly influence user experience, customer experience, and the overall success of service relationships.
The ITIL 4 Practitioner: Service Desk practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Service Desk practice at both strategic and operational levels maximizing value from this practice area.
ITIL 4 Practitioner: Service Desk enables professionals to
- Define the 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 organisation by using the ITIL Maturity Model.
The key concepts of the Service Desk practice
- Explain the purpose of the Service Desk practice
- Describe the practice success factors (PSF) & key metrics of the Service Desk practice
- Explain the key terms/concepts
- Communication channels characteristics
- Omnichannel communications
- Service empathy
- Moment of truth
The processes of the Service Desk practice
- Describe inputs and outputs of the Service Desk processes
- Describe the key activities of the Service Desk processes
- Know how to integrate the Service Desk practice in the organization’s value streams
The roles and competences of the Service Desk practice
- Describe the responsibilities of the key roles of the Service Desk practice
- Know how to position the Service Desk practice in the organizational structure
How information and technology support and enable the Service Desk practice
- Explain the tools application
- Apply the recommendations on automation
The role of partners and suppliers in the Service Desk practice
- Explain the dependencies of the Service Desk practice on third parties
- Explain how partners and suppliers can support the Service Desk practice
How the ITIL capability model can be used to develop the Service Desk practice
- Explain how capability criteria support the Service Desk practice capability development
The recommendations for the practice success
- Understand the recommendations for the service desk practice success and how they are supported by the ITIL guiding principles
The examination consists of 20 multiple-choice questions. Each question is worth one mark, and candidates must achieve 13 marks out of 20 to pass.
To attend this course, delegates must hold any ITIL v3 certification, ITIL 4 Foundation or the ITIL 4 Managing Professional designation. Accredited training is mandatory before examination results can be released.
Virtual Training • Live Instructor-Led Online
Join an expert trainer in a live online classroom. The course is delivered in real time and includes trainer explanation, discussion, exercises and opportunities to ask questions. Electronic course materials and joining instructions are provided before the course.
e-Learning • Self-Paced
Study through professionally produced online learning at your own pace, with extended platform access so you can work around your existing commitments. The package includes the learning materials, interactive activities, practice questions and the relevant examination voucher where applicable.
e-Learning+ • Self-Paced + Extras
e-Learning+ includes everything provided with the standard e-Learning package (learning materials, interactive activities, practice questions and the relevant examination voucher where applicable), together with additional preparation and reassurance. This includes a mock examination and the PeopleCert Take2 exam re-sit option, subject to the applicable examination terms.
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Frequently Asked Questions
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes live virtual tuition and the course materials shown in the booking sidebar. Where applicable, the official examination is also included. Please check the “What’s Included” list for the exact inclusions for this course.
Yes. We can deliver private training for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same course. Please contact us for a quotation.
Select your preferred date and click “Book Now” to book online. Alternatively, contact us on 01706 361110 or at and we will arrange the booking for you.
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes access to the self-paced online learning and the materials shown in the booking sidebar. Where applicable, the relevant examination voucher is also included. Please check the “What’s Included” list for the exact inclusions for this course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning for multiple learners. Please contact us for a quotation.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes everything provided with the standard e-Learning package, together with the additional items shown in the booking sidebar. These may include a mock examination and an exam re-sit option. Please check the “What’s Included” list for the exact inclusions for this course.
e-Learning+ includes the same self-paced online learning as the standard e-Learning package, with additional exam preparation and support. The precise extras are shown in the “What’s Included” information for each course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Yes. We can arrange e-Learning+ access for multiple learners and may be able to offer a tailored package. Contact us with your requirements and we will provide a quotation.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning+ for multiple learners. Please contact us for a quotation.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
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for ITIL®4 Practitioner: Service Desk
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