ITIL® 4 Practitioner: Service Desk Official Training eLearning Course.
This is the Official PeopleCert® eLearning course, crafted and delivered by the creators of ITIL® - the course and exam all in one bundle!
eLearning
Discover our ITIL 4 Practitioner: Service Desk course
- Interactive
- Self-paced
- Device-friendly
- 2-3 hours of content
- Mobile-optimised
What's Included?
- 12-months 'on-demand' 24x7 access, providing a true Self-paced Experience.
- PeopleCert Official eBook, a valuable resource for exam preparation, and a go to Reference Guide.
- PeopleCert Official Learning Resource Kit including Learner Workbook and Quick Reference Guide.
- Interactive eLearning.
- Auto-marked sample papers.
- PeopleCert Exam voucher (inclusive of proctor valid for 12 months), schedule your exam at a time and location of your choosing.
- Quizzes, including Knowledge Checks.
Optional (included for free with PeopleCert Plus Membership):
- Official online mock exam replicating and experiencing the Actual Test Environment.
- Exam retake (known as Take2), offering a Second Chance at the exam if you don't get a satisfactory result on your first try.
What will you learn?
- Key concepts - Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication.
- Practice success factors - Learn about practice success factors (PSF) and key practice metrics, which are essential for measuring the effectiveness of the Service Desk and ensuring it meets organisational and user needs.
- Practice processes - Explore Service Desk processes, including key activities, and learn how to effectively integrate these processes into your organisation's value stream to enhance service delivery and user satisfaction.
- Roles and competencies - Focus on key roles within the Service Desk practice, and see how to position the practice within your organisation. Understand the competencies required for these roles to ensure effective service management.
- Information and technology - See how information and technology can support and enable the Service Desk practice to deliver continuous improvements, streamline operations, and enhance the user experience through efficient service delivery.
- Partners and suppliers - Explore the role of partners and suppliers in the Service Desk practice, understanding how to collaborate effectively with external entities to enhance service delivery and meet business objectives.
- The ITIL Capability model - Discover how the capability criteria support the practice's capability development. Learn how to apply these criteria to develop a robust and efficient Service Desk that aligns with ITIL standards.
- Practice success - Learn how to succeed with the Service Desk practice, understanding how it is supported by the ITIL guiding principles, which help ensure best practices are followed to achieve high-quality service management.
Exam Information
Prerequisites: ITIL 4 Foundation or ITIL 4 Managing Professional Transition Certificate
Open/closed book: Closed Book
Duration: 30 minutes
Questions: 20 Multiple Choice Questions
Pass Mark: 13/20 (65%)
Available Languages: English
ITIL® 4 Practitioner: Service Desk Official Training eLearning Course
Notification of access will emailed directly by PeopleCert® providing full details how to access the course. A device with internet connection, video and audio capability will be required.