ITIL® 4 Practitioner: Service Desk Self-Paced Online Course & Examination
The ITIL 4 Practitioner: Service Desk self-paced online course gives you 12 months’ access to PeopleCert’s official eLearning, with interactive content you can complete at your own pace.
- Access to your online portal for 12-months
- Interactive eLearning course and sample exams
- PeopleCert online exam voucher
- Official ITIL publication (eBook)
- Get stuck or have questions? You can contact our experts directly for assistance.
The ITIL 4 Foundation certification is the pre-requisite and must be achieved prior to starting this course.
Course Overview
The ITIL 4 Practitioner: Service Desk practice module focuses on how to improve user and customer experience, as well as the overall success of your service relationships. 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.
- 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
Learning Outcomes
- Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication.
- Learn about practice success factors (PSF) and key practice metrics, which are essential for measuring the effectiveness of the Service Desk and ensuring it meets organisational and user needs.
- Explore Service Desk processes, including key activities, and learn how to effectively integrate these processes into your organisation's value stream to enhance service delivery and user satisfaction.
- Focus on key roles within the Service Desk practice, and see how to position the practice within your organisation. Understand the competencies required for these roles to ensure effective service management.
- See how information and technology can support and enable the Service Desk practice to deliver continuous improvements, streamline operations, and enhance the user experience through efficient service delivery.
- Explore the role of partners and suppliers in the Service Desk practice, understanding how to collaborate effectively with external entities to enhance service delivery and meet business objectives.
- Discover how the capability criteria support the practice's capability development. Learn how to apply these criteria to develop a robust and efficient Service Desk that aligns with ITIL standards.
- Learn how to succeed with the Service Desk practice, understanding how it is supported by the ITIL guiding principles, which help ensure best practices are followed to achieve high-quality service management.
Who should attend
IT Operation Specialists, IT Service Managers and IT Operations Managers.
Prerequisites
ITIL 4 Foundation certification is a pre-requisite for this course.
Exam & Certification
This course prepares participants for the examination leading to the ITIL® 4 Practitioner: Service Desk certification.
- A 30-minute, 20 question, multiple-choice exam is administered by an independent examination body, PeopleCert.
- A passing mark of 65% is required to receive your certificate.
The exam is provided as an online examination voucher, which you will receive with your course access, via email from PeopleCert with information on how to register and schedule your exam. The examination is 30 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.
The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination soon after completing your course – this is when the information is fresh and relevant.
Course Material & Inclusions
Access to PeopleCerts official eLearning for 12-months. Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics. PeopleCert eLearning is interactive and filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
ITIL® 4 Practitioner: Service Desk online exam voucher, valid for 12-months from date of issue.
The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided as part of your PeopleCert exam voucher.
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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