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ITIL® 4 Practitioner: Service Desk (SD)

Duration: 5 Hours – 3 Months Access
Self-paced eLearning
Exam Voucher Included
Fully Accredited

Course Overview

Key Features

  • Exam voucher included
  • Course duration: 5 hours
  • Access Period: 3 months
  • Tutor support
  • Quizzes and exam practice
  • Diagram pack
  • Works on mobile devices
  • Provider: GEL
  • Accredited by: PeopleCert

 

 Course Overview

The ITIL® 4 Practitioner: Service Desk Practice course is designed specifically for IT professionals who seek to enhance their expertise in managing the crucial interface between service providers and users. This course provides participants with the tools and knowledge necessary to effectively shape the Service Desk function in a way that optimises user and customer experience, directly impacting the success of service relationships. Here’s how this course empowers ITIL practitioners:

  • Define Key Concepts and Principles: Participants will learn the fundamental concepts and principles of the Service Desk function, including its critical role within the IT service management framework. The course covers the core values delivered by a well-managed Service Desk and discusses the challenges that professionals might face.
  • Capture Demand for Services: The course teaches methods to efficiently capture user demand for incident resolution and service requests. This ensures that the Service Desk accurately records and processes user needs and expectations, facilitating swift and effective service delivery.
  • Establish and Maintain Communication Channels: Effective communication between service providers and users is pivotal. This course focuses on establishing and maintaining robust communication channels and interfaces to enhance service management processes and ensure that user issues and requests are handled promptly.
  • Enable Effective Communications: Beyond establishing communication channels, the course emphasises the importance of making these interactions as effective, efficient, and convenient as possible. This involves employing best practices in communication to ensure clarity, reduce misunderstandings, and increase user satisfaction.
  • Apply Metrics to Improve Performance: Through the use of targeted Service Desk metrics, professionals can track and enhance the performance of the Service Desk. The course covers various metrics that are crucial for assessing the effectiveness of the Service Desk operations and identifying areas for improvement.
  • Measure and Develop Practice Capability: Utilising the ITIL Maturity Model, the course guides participants on how to measure, assess, and develop the capability of their Service Desk practices. This strategic approach helps in aligning the Service Desk operations with broader IT service management goals and maturing the service over time.

 

Prerequisites

ITIL® 4 Foundation is a prerequisite for this course.

 

Why take this course?

  • Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor
  • The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector
  • The course has been developed with insights from leading experts, including authors of various ITIL 4 publications
  • Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply)
  • This ITIL® 4 Practitioner: Service Desk course is accredited by PeopleCert

Target Audience

  • Individuals eager to begin their ITIL training with a recognised, award-winning course provider.
  • Organisations planning to implement ITIL 4 best practices.
  • Individuals or groups interested in pursuing ITIL training through online platforms.
  • Team members and managers who need to grasp the ITIL framework.
  • Candidates aspiring to build careers in IT management.

What will you learn?

  • Fundamental Concepts of the Practice
  • Success Factors of the Practice
  • Processes within the Practice
  • Essential Roles and Competencies in the Practice
  • The Impact of Technology and Automation on the Practice
  • The Contribution of Partners and Suppliers to the Practice
  • The ITIL Capability Model

 

The ITIL® 4 Practitioner: Service Desk course is provided by GEL, an ATO of PeopleCert.

ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.

 

Module 0: Welcome to ITIL 4 Service Desk Practice
Module 1: Key concepts
Module 2: Value streams and processes
Module 3: Enabling the practice
Module 4: The practice exams
Module 5: ITIL 4 Service Desk Practice wrap-up

Exam Information

This course is structured to ensure students are well-prepared to pass the ITIL 4 Practitioner: Incident Management examination successfully.

Included in the course is a complimentary exam voucher.

Before scheduling your exam, it’s crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.

Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.

ITIL 4 Practitioner: Service Desk Exam

  • Format: Multiple-choice
  • Number of Questions: 20
  • Duration: 30 minutes (extended to 37.5 minutes in countries where English is a second language)
  • Exam Conditions: Closed book, only materials provided during the exam may be used.
  • Passing Mark: 65%

 

Digital Credentials:

After passing the exam, you’ll earn the ITIL® 4 Practitioner: Service Desk Badge, which you can proudly display on your LinkedIn profile to showcase your achievement and expertise.

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This course is also available as an instructor-led course.

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This course is also available as an instructor-led course.

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Self-Paced eLearning

Learn at your own pace with ease! To access the course portal, simply register and follow the steps to complete your payment via card or invoice. Once payment is confirmed, you’ll receive access within 24 to 48 hours.

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