E-learning ITIL® 4 Practitioner: Service Desk

ITIL® 4 Practitioner: Service Desk teaches you to improve user and customer experience and strengthen your service relationships. The course covers the service desk as the central point of contact between the service provider and its users.

Through flexible, self-paced eLearning, you will learn how the service desk acts as the central point of contact for users, how to measure and improve its performance, and how to integrate it into your organisation's value streams to raise user satisfaction. The course prepares you for the ITIL® 4 Practitioner: Service Desk certification exam.

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Audience

This course is suitable for professionals who work with or want to strengthen the Service Desk practice in their organisation, including:

  • Service desk analysts and agents
  • Service desk team leaders and managers
  • IT support and IT operations specialists
  • IT operations managers
  • IT service managers
  • Customer support coordinators

Learning Objectives

After completing the course, you will be able to:

  • Understand the purpose and key concepts of Service Desk, including its role as the central point of contact between the service provider and its users
  • Use practice success factors (PSFs) and key metrics to evaluate how well the service desk meets organisational and user needs
  • Apply the key processes and activities of the practice and integrate them into your organisation's value streams to support better service delivery and higher user satisfaction
  • Position the practice effectively in your organisation and understand the roles and competencies needed for effective service desk operations
  • Explain how information and technology support the practice with tools and systems for streamlined operations and a better user experience
  • Collaborate effectively with partners and suppliers to enhance service delivery and meet business objectives
  • Use the ITIL capability model to assess and develop the capabilities of the Service Desk practice
  • Apply recommendations for practice success, supported by the ITIL guiding principles

Prerequisites

Candidates must hold one of the following:

  • Any ITIL v3 certification
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional certificate

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 2–3 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Key Concepts

The purpose and key concepts of Service Desk, including its role as the central point of contact between the service provider and its users.

Practice Success Factors and Metrics

Practice success factors (PSFs) and key metrics used to evaluate how well the service desk meets organisational and user needs.

Processes and Value Streams

Key processes and activities of the practice, and how to integrate them into the organisation's value streams to support better service delivery and higher user satisfaction.

Roles and Competencies

Key roles in the practice, how to position it within the organisation, and the competencies needed for effective service desk operations.

Information and Technology

How information and technology enable the practice, with tools and systems for streamlined operations and a better user experience.

Partners and Suppliers

The role of partners and suppliers, and how to work with them to enhance service delivery and meet business objectives.

The ITIL Capability Model

How the capability criteria support the development of the Service Desk practice in line with best practice and organisational requirements.

Practice Success

Recommendations for succeeding with Service Desk, and how they are supported by the ITIL guiding principles.

 

Certification Exam

The course prepares you for the official ITIL® 4 Practitioner: Service Desk certification exam.

  • 20 multiple-choice questions
  • 30 minutes
  • Closed book
  • 65% required to pass
  • Available in English, Chinese, French, German, Italian, Japanese, Polish, Portuguese (Brazilian) and Spanish
  • Exam voucher included

The exam is taken digitally via PeopleCert