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ITIL® 4 Practitioner: Service Desk Training

Course Outline

The purpose of the ITIL Service Desk practice is to capture demand for incident resolution and service requests. It is typically the entry point and single point of contact for the service provider for all users. In this course, the service desk practice includes all four dimensions of service management, including organizations and people, information and technology, value streams and processes, and partners and suppliers.

This course is part of the ITIL Practice Manager Certification course series.

ITIL® 4 Practitioner: Service Desk Training Benefits

  • In this certification training, you will learn how to:

    • Describe and carry out the service desk practice.
    • Define practice success factors.
    • Provision software tools.
    • Implement automation for service success.
    • Consult and advise on service partners and suppliers.
    • Involve service desk practices in all value streams where the service provider communicates with users.

  • Training Prerequisites

    Attendees must hold an active ITIL 4 Foundation certification.

  • Certification Information

    To earn this certification, you must:

    • Sit for the ITIL Service Desk exam via PeopleCert®’s online proctoring service.
    • Score of 16/20

    This course qualifies for PeopleCert ITIL 4 Continuing Education credits.

ITIL Service Desk Training Outline

Module 1: Introduction to ITIL Service Desk Practice

  • Understanding the purpose and description of the ITIL Service Desk Practice
  • Familiarizing yourself with the common terms and concepts
  • Learning the scope of the service desk practice area
  • Explain practice success factors
  • Key Metrics

Module 2: Value Streams and Processes

  • Processes to fulfill the purpose of the practice
  • Value Stream Contribution

Module 3: Organizations and People

  • Roles, competencies and responsibilities
  • Organizational structure and teams

Module 4: Information and Technology

  • Information exchange
  • Automation and tooling

Module 5: Partners and Suppliers

  • Performing service desk activities
  • Provisioning of software tools
  • Consulting and advisory

Module 6: Capability Assessment and Development

  • The practice capability levels
  • Capability self-assessment
  • Service desk capability development

Module 7: Recommendations for Practice Success

Course Dates - North America
Course Dates - Europe
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