We provide course about ITIL® 4 Practitioner: Service Desk. This module helps to significantly influence user experience, customer experience, and the overall success of service relationships.
Course description:
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. This includes understanding of the Service Desk practice as the entry point and point of contact between the service provider and users.
Course objectives:
This course will help you to:
• Define the key concepts, principles, value and challenges of Service Desk
• Establish and maintain communication channels and interfaces between the service provider and users
• Apply Service Desk metrics to improve performance
• Measure, assess and develop the Service Desk practice capability in your organisation by using the ITIL Maturity Model.
• The practice’s processes and activities and their roles in the service value chain
• The organizations and people involved in the practice
• Recommendations for succeeding in the practice
Course outline:
Module 1 - Understanding the Service Desk practice:
• Participants learn the purpose, scope and key concepts of the Service Desk practice and its role as the single point of contact between users and the service provider.
Module 2 - Service desk processes and activities:
• The course explores the processes and activities that support effective service desk operations, including incident handling, request fulfilment and communication with users.
Module 3 - Roles, competencies and organisational structure:
• Participants learn about the roles and competencies required to operate a service desk effectively and how service desk teams can be structured to support organisational goals.
Module 4 - Supporting technology and communication channels:
• The training explains how tools, communication channels and supporting technologies enable service desk operations and improve user experience.
Module 5 - Measuring and improving service desk capability:
• Participants explore metrics, success factors and the ITIL maturity model to measure and continuously improve the service desk practice.
Target audience:
This course is suitable for:
• 1-2-3 line experts
• Service Delivery Manager
• IT Service Manager
• Incident Manager
• Problem Manager
Prerequisites:
• For taking the exam, a candidate must have passed the ITIL 4 Foundation certification
Certification:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera. Get the step-by-step guidelines on how to take an online proctored exam on your computer.
How to take the exam:
• 20 questions
• Multiple choice
• 13 out of 20 marks required to pass (65%)
• 30 minutes
• Closed book