ITIL® 4 Practitioner: Service Desk Training

ITIL® 4 Practitioner: Service Desk Training Outline

Module 1: Key Concepts of the Practice 

• Explain the Purpose of the Practice 

• Practice Success Factors and Key Metrics of the Practice 

• Key Terms and Concepts: 

• Communication Channels Characteristics 

• Omnichannel Communications 

• Service Empathy 

• Moment of Truth 
   

Module 2: Processes of the Practice 

• Describe Inputs and Outputs of the Processes 

• Describe the Key Activities of the Processes 

• How to Integrate the Practice in the Organisation’s Value Streams 
   

Module 3: Roles and Competencies of the Practice 

• Responsibilities of the Key Roles of the Practice 

• Know How to Position the Practice in the Organisational Structure 
   

Module 4: How Information and Technology Support and Enable the Practice 

• Explain the Tools Application 

• Know How to Apply the Recommendations on Automation 
   

Module 5: Role of Partners and Suppliers in The Practice 

• Explain the Dependencies of the Practice on Third Parties 

• Explain How Partners and Suppliers Can Support the Practice 
   

Module 6: How the ITIL Capability Model Can Be Used to Develop the Practice 

• How Capability Criteria Support the Practice Capability Development 
   

Module 7: Recommendations for The Practice Success 

• Recommendations for Service Desk Success Supported by ITIL Principles 

What You’ll Learn in this Course

This course takes you from understanding the role of a service desk to applying ITIL®-aligned techniques for delivering efficient and customer-centric service. Each stage builds skills to enhance service interaction and performance. 
 

• Learn how ITIL® defines the purpose and value of the service desk function 

• Learn techniques to manage service requests and user communication effectively 

• Learn escalation handling and service recovery practices 

• Learn to apply performance measurement and continual service improvement 

• Learn how to align service desk activities with ITIL® service value chain 

• Learn to enhance user satisfaction through structured service desk processes 

ITIL® 4 Practitioner: Service Desk Exam Information 

The ITIL® 4 Practitioner: Service Desk Exam evaluates your ability to apply ITIL® techniques within a service desk environment. 

• Type of Questions: Multiple Choice  

• Total Questions: 20  

• Number of marks: 20 Marks  

• Pass mark: 65%, or 13/20 Marks  

• Duration: 30 Minutes  

• Open Book/Closed Book: Closed book