The ITIL® 4 Practitioner: Service Desk course focuses on the service desk practice and its role as the primary point of contact between users and the service provider. Participants learn how the service desk supports effective communication, incident resolution and service request fulfilment in modern IT service management environments.
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.
«The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider for all users.»
Course objectivesThis course will help you to:
Target audienceThis course is suitable for:
Prerequisite:For taking the exam, a candidate must have passed the ITIL 4 Foundation certification.
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.
The course explores the processes and activities that support effective service desk operations, including incident handling, request fulfilment and communication with users.
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.
The training explains how tools, communication channels and supporting technologies enable service desk operations and improve user experience.
Participants explore metrics, success factors and the ITIL maturity model to measure and continuously improve the service desk practice.
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.
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course.
Requirements:
For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Duration: 1 day
Price: 9 900 NOK
Language: English course material, Norwegian speaking instructor
Format: Classroom or virtual training
Hva lærer jeg på dette kurset?
Du lærer hvordan Service Desk-praksisen fungerer i ITIL og hvordan den brukes til å håndtere hendelser, forespørsler og kommunikasjon med brukere.
Hvem passer kurset for?
Kurset passer for service desk-medarbeidere, IT-support, driftspersonell og andre som jobber med brukerhenvendelser og IT-tjenester.
Hva er kravene for å delta?
Du må ha bestått ITIL® 4 Foundation før du kan ta sertifiseringseksamen.
Hvordan gjennomføres eksamen?
Eksamen gjennomføres online med digital eksamensvakt etter at du har mottatt en eksamensvoucher.
Hva skjer hvis jeg ikke består eksamen?
Retake-regler avhenger av sertifiseringsleverandøren, men det er normalt mulig å ta eksamen på nytt.
Får jeg ekstra tid på eksamen?
Ja, kandidater som ikke har engelsk som morsmål kan få ekstra tid i henhold til eksamensreglene.
