Our ITIL® 4 Practitioner: Service Desk training course will cover the following topics:

1- Understand the key concepts of the practice

• • Explain the purpose of the practice
• • Describe the PSFs & key metrics of the practice
• • Explain the key terms/concepts:
• • Communication channels characteristics
• • Omnichannel communications
• • Service empathy
• • Moment of truth.

2- Understand the processes of the practice

• • Describe inputs and outputs of the processes
• • Describe the key activities of the processes
• • Know how to integrate the practice in the organization’s value streams.

3- Understand the roles and competences of the practice

• • Describe the responsibilities of the key roles of the practice
• • Service desk manager
• • Service desk agent
• • Know how to position the practice in the organizational structure.

4- Understand how information and technology support and enable the practice

• • Describe which activities have HIGH dependency on automation tools
• • Know how to use/apply the key tools’ functionality required to automate the practice.

5- Understand the 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.

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.