ITIL 4 Practitioner: Service Desk | LEARNINGS24X7
AUD ($)
$
Australia Dollar
$
United States Dollar
د.إ
United Arab Emirates dirham
Your cart is empty
Empty notifications
Login Register

ITIL 4 Practitioner: Service Desk

Overview

The ITIL 4 Practitioner: Service Desk certification is designed for IT professionals seeking to enhance their skills in incident management, request fulfillment, and user support. This module focuses on providing efficient and effective service desk operations to improve customer satisfaction and business value.

This course is part of the ITIL 4 Practitioner certification path, equipping learners with practical skills to handle service desk operations using ITIL 4 best practices.

Why Choose LEARNINGS24X7?

  • Authorized PeopleCert Training Provider – Includes an official PeopleCert exam voucher.
  • Self-Paced eLearning – Flexible learning at your own pace.
  • Comprehensive Study Materials – Digital eBook, Official Sample Papers.
  • Corporate & Bulk Discounts – Special pricing for teams and organizations.
Course Outline
  • Module 1: Introduction to ITIL 4 & Service Desk
    • Understanding ITIL 4 principles and service management.
    • The role of the Service Desk in IT operations.
    • Key concepts of user support and customer experience.
  • Module 2: Service Desk Practices & Responsibilities
    • Managing incidents and service requests.
    • Effective communication and stakeholder engagement.
    • Measuring and improving service desk performance.
  • Module 3: Service Desk Tools & Technologies
    • Automation, AI, and self-service portals.
    • IT Service Management (ITSM) tools and integration.
    • Enhancing the efficiency of service desk operations.
  • Module 4: ITIL 4 Best Practices for Service Desk Operations
    • Aligning service desk with business objectives.
    • Monitoring and reporting service desk performance.
    • Continuous improvement and value-driven service delivery.
  • Module 5: ITIL 4 Practitioner Exam Preparation
    • Official ITIL 4 sample papers and mock tests.
    • Exam-taking strategies & study techniques.
Learning Outcomes
  • Understand how to manage a service desk effectively using ITIL 4 best practices.
  • Learn incident resolution, request handling, and user engagement techniques.
  • Gain expertise in service desk performance measurement and automation.
  • Be fully prepared for the ITIL 4 Practitioner: Service Desk Certification Exam.
Who Should Attend?
  • IT professionals responsible for service desk operations and user support.
  • IT support analysts, help desk professionals, and IT service managers.
  • ITIL 4 Foundation certified professionals aiming to progress to Practitioner level.
  • Individuals seeking expertise in IT support, automation, and service request management.
Prerequisites
  • ITIL 4 Foundation Certification.
  • Basic knowledge of IT service support and ITSM processes.
Exam & Certification

Exam Provider: PeopleCert (Web-Proctored Exam)

Format: Multiple Choice

Duration: 60 Minutes

Number of Questions: 40

Passing Score: 70% (28/40 Correct Answers)

Retake Option: Available via PeopleCert Exam Voucher

Certification Benefits:

One of the modules required for the ITIL 4 Practitioner certification path.

Enhances career opportunities in IT support, incident management, and user experience.

Recognized globally for service desk excellence and ITSM efficiency.

Frequently Asked Questions (FAQs)

How do I schedule my ITIL 4 Service Desk exam? After completing the course, you will receive a PeopleCert exam voucher to schedule your web-proctored exam.

Do I need prior ITIL knowledge? Yes, ITIL 4 Foundation Certification is a prerequisite for this course.

What study materials are included?

  • Digital eBook
  • Official ITIL 4 Sample Paper

Do you offer corporate training? Yes! We provide customized corporate training tailored to your organization’s needs.

Enroll Now & Get ITIL 4 Certified!

Advance your ITSM career with the ITIL 4 Managing Professional CDS Certification!

Contact Us for Enrollment & Group Discounts

Get More Information

Enquire Now Download Course Information Add to Cart