ITIL® 4 Practitioner: Service Desk
1-Day

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...  READ MORE

Price: £600 * (including exam)

  • Course:ITIL4-PRAC-SD ( £495 )
  • Exam:ITIL Practitioner ( £105 )

(Prices exclude VAT which will be added at the prevailing rate.)

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ITIL® 4 Practitioner: Service Desk

Description

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.

Contents

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

How information and technology support and enable the Service Desk practice

  • Explain the tools application
  • Apply the recommendations on automation

Τhe 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

Ηow 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

Exam

  • 30 minutes closed book exam
  • 20 multiple choice questions (each one being worth 1 mark)
  • Pass mark 13 out of 20 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL® 4 Practitioner: Service Desk

VIRTUAL training

  • 13 February 2025
  • 15 May 2025

    • To book any of these dates, please see below.

Availability and pricing for ITIL® 4 Practitioner: Service Desk:

Please Note: Exam fees (where applicable) are included in the prices quoted.

13 February 2025 - VIRTUAL training

£600

15 May 2025 - VIRTUAL training

£600