ITIL®4 Practitioner:
Service Desk
Overview
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.
Course Objective
This course enables professionals to efficiently:
- 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 organization by using the ITIL Maturity Model
Who Should Attend
- Service Desk Managers and Supervisors:
- Those responsible for overseeing the daily operations and strategic direction of the service desk.
- Service Desk Analysts and Technicians:
- Individuals who provide frontline support, handle incidents and service requests, and interact directly with users.
- IT Support Staff and Team Leads:
- Professionals who work within or alongside the service desk, providing technical support and contributing to incident resolution.
- IT Professionals Seeking ITIL® 4 Certification:
- Individuals who want to gain the ITIL® 4 Practitioner: Service Desk certification to enhance their career prospects and validate their skills.
Prerequisites
For the ITIL® 4 Practitioner: Service Desk course, participants should have a combination of foundational IT knowledge and practical experience related to service desk operations.
Training Calendar
Intake
Duration
Program Fees
Module
Module 1 - General Information
- Purpose and description
- Terms and concepts
- Scope
- Practice success factors
- Key metrics
Module 2 - Value Streams and Processes
- Processes
- Value stream contribution
Module 3 - Organizations and People
- Roles, competencies and responsibilities
- Organizational structures and teams
Module 4 - Information and Technology
- Information exchange
- Automation and tooling
Module 5 - Partners and Suppliers
Module 6 - Capability Assessment and Development
- The practice capability levels
- Capability self-assessment
- Problem Management capability development
FAQs
General Questions:
- Q: What is the ITIL® 4 Practitioner: Service Desk course about?
- A: This course focuses on the practical application of ITIL® 4 principles to effectively manage and operate a modern service desk, enhancing customer satisfaction and service efficiency.
- Q: What version of ITIL® is this course based on?
- A: This course is based on ITIL® 4, the latest version of the ITIL® framework.
- Q: Is this course theoretical or practical?
- A: This is a Practitioner-level course, emphasizing practical application through exercises, simulations, and real-world scenarios.
- Q: How long is the course?
- A: The duration varies depending on the training provider and delivery method. Check with your chosen provider for specific details.
- Q: What materials are included in the course?
- A: Course materials typically include participant guides, practice exercises, sample exam questions, and access to online resources.
Course Benefits and Content
- Q: What are the benefits of taking this course?
- A: You’ll gain practical skills in service desk management, learn how to improve customer satisfaction, streamline operations, and enhance your career prospects.
- Q: What topics are covered in the course?
- A: The course covers service desk processes, customer experience management, service desk technology, performance management, team management, and communication.
- Q: How will this course help me in my role?
- A: It will equip you with the practical skills and knowledge to effectively manage and operate a modern service desk, improve customer experiences, and enhance service efficiency.
Submit your interest today !
