ITIL 4 Practitioner:
ITIL® Service Desk
3 months e-learning + exam voucher
€349 + VAT
“We have to continually be jumping off cliffs and developing our wings on the way down.”
― Kurt Vonnegut
ITIL® 4 Practitioner:
ITIL Service Desk
E-learning + Web-based examination
Key information about this course:
Price: 349 € + VAT ( 3 month E-learning + Exam Voucher)
- 5+ hours of course material included
- 3 months access!
- Accredited by Axelos & PeopleCert
- Expert tutor support
- Quizzes & practice exams
- Exam voucher included
- Mobile compatible
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 course 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 organization by using the ITIL Maturity Model
Module Titles and learning outcomes:
Module 0: Welcome to ITIL 4 Service Desk Practice
Duration: 55m
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Service Desk Practice.
Module 1: Key concepts
Duration: 1h
Module 1 explains the purpose and some key terms and concepts of the service desk practice. It then describes the practice success factors (PSFs) and the key metrics of the service desk practice.
Module 2: Value streams and processes
Duration: 1h
Module 2 looks at the core service desk processes: User query handling, communicating to users, and service desk optimization. It details the inputs and activities required by each process and presents the outputs.
The module also explores how the service desk practice can contribute to and be integrated in the organization’s value streams.
Module 3: Enabling the practice
Duration: 1h
Module 3 begins by describing the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service desk practice in the organizational structure, outlining common ways of organizing a dedicated user communication team.
Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service desk practice.
The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
Module 3 ends with recommendations for the success of the service desk practice and how the recommendations are supported by the ITIL guiding principles.
Module 4: The practice exams
Duration: 1h 5m
Module 4 contains two practice tests provided by PeopleCert.
Module 5: ITIL 4 Service Desk Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
ITIL® 4 Practitioner: Service Desk
Exam:
- This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
- There is a time limit of 30 minutes to complete the exam
- The exam is closed book, with only the provided materials being permitted for use
- The pass mark for the exam is 65%
- In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
Accredited ITIL® Practitioner: Service Desk training is provided by Good e-learning, accredited by PeopleCert.
ITIL® 4 Practitioner: Service Desk is a registered trade mark of AXELOS Limited. All rights reserved.