This 1-day ITIL® 4 Practitioner: Service Desk module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Desk Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to capture demand for incident resolution and service requests. The Service Desk Practice should also be the entry point and single point of contact for the service provider for all users.
The ITIL® 4 Service Desk Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Service Desk Practice publication.
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Our ITIL® 4 Practitioner: Service Desk training course will cover the following topics:
1- Understand the key concepts of the practice
2- Understand the processes of the practice
3- Understand the roles and competences of the practice
4- Understand how information and technology support and enable the practice
5- Understand the role of partners and suppliers in the practice
6- Understand how the ITIL® capability model can be used to develop the practice
7- Understand how ITIL® guiding principles help to develop the practice.
The candidate must have passed the ITIL® 4 Foundation examination.
This practice module is for IT professionals who want to prove and validate their skills in this specific practice area.
