ITIL® 4 Practitioner: Service Desk

Workshop Description

The ITIL® 4 Practitioner: Service Desk practice module 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. This includes understanding of the Service Desk practice as the entry point and point of contact between the service provider and users. This module helps to significantly influence user experience, customer experience, and the overall success of service relationships.This module helps to significantly influence user experience, customer experience, and the overall success of service relationships. The individual practices are offered through one-day training or bundled and combined in 3-day training with practical assignments built into the workshop, to help you apply what you’ve learned in real-life work scenarios. The combined practice workshop is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams. The ITIL® 4 Practitioner: Service Desk practice is part of the ITIL® 4 Specialist: Monitor, Support and Fulfil combined practice module.

ITIL® 4 Specialist: Monitor, Support and Fulfil modules:

ITIL® 4 Practitioner: Incident Management

ITIL® 4 Practitioner: Service Request Management

ITIL® 4 Practitioner: Service Desk

ITIL® 4 Practitioner: Problem Management

ITIL® 4 Practitioner: Monitoring and Event Management

Topics Covered

Introduction to Service Desk Practice Value Streams and Processes Organizations and People Information and Technology Partners and Suppliers Service Desk Capability Development Summary Sample Exams

Learning Objectives

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 your organization by using the ITIL® Maturity Model.

Prerequisites

ITIL® 4 Foundation or ITIL® 4 Managing Professional Transition Certificate Training through an Accredited Training Organization

Examination Details

Duration: 30 minutes (non-native English speakers will receive 15 additional minutes). 20 questions per paper. Each question is worth one mark. 13 marks (65%) or more required to pass (out of 20) Exam Format: Multiple Choice Exam Location: Anytime and anyplace with PeopleCert Online Proctoring / paper based exam Closed book exam.

Professional Development Units (PDUs)

Professional Development Units (PDUs) Attendees may be eligible to apply for 7 PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP®, PgMP®, and PMI-ACP® certifications.

What is included?

Certification Exam voucher/paper based exam (1st attempt) Digital Core Guidance (ebook) The eBook acts as a valuable source for candidates in their day-to-day work, long after their exam has finished. It becomes available in the candidate’s PeopleCert account upon exam purchase and includes several features like annotation, highlighting, etc. Official Training Materials Learner Kit From 23 May 2023, your exam voucher will also include the Learner Kit from PeopleCert’s Official Training Materials. This kit is intended to support the training you are undertaking to prepare for the exam. The kit comprises a Learner Workbook and a Quick Reference Guide that have been designed to reinforce your learning and are intended to be valuable revision aids.

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All PeopleCert Global Best Practice certifications require renewal every 3 years. Explore PeopleCert Plus Membership to discover how to maintain your active status, or choose from the three renewal paths below: Become a PeopleCert Plus Member Log 20 CPD points per year for three consecutive years through your daily professional tasks. Take Another Certification Pass any exam within the same Product Suite before your deadline to automatically renew your existing certificates. Retake the Same Exam Re-sit and pass your current exam before the expiry date to reset your 3-year cycle.

About ITIL® 4

Key Facts

ITIL® 4 Certification Scheme

ITIL® 4 Foundation is the pre-requisite for all the Practice Manager, Managing Professional, Strategic Leader certifications. It is the first step for certifying cross-functional multidisciplinary teams and professionals. Professionals must be certified in ITIL® 4 Foundation before they can progress through the rest of the certification scheme. ITIL® is the most widely used guidance in agile service management. It ensures continuity with existing ways of working by integrating modern and emerging practices with established and proven know-how. ITIL® 4 best practice modules helps to optimize digital technologies to co-create value with consumers, drive business strategy, and embrace digital transformation. *To be awarded the Practice manager designation, a candidate must achieve ITIL® MP CDS certificate and Any five practice-based certifications, either individually or as ONE of the three pre-bundled courses. These may include the ITAM and BRM extension modules or any practices from the Practice manager track. **ITIL® 4 Master will be awarded to candidates who achieve the Practice Manager (PM), Managing Professional (MP), and Strategic Leader (SL) designations. Copyright © PeopleCert group 2024. Reproduced under license from PeopleCert. All rights reserved.

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All our workshops are rigorously reviewed by an accreditation body prior to publication. You can rest assured that you are receiving the highest quality training at an affordable price. Check Our Profile Page Learn more about ITIL®

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