ITIL®4 Practitioner: Service Desk Training – Live Online in English with Official PeopleCert Certification Exam 2 Attempts & Official Axelos Main Guide E-book Included. Course code: ITIL4PSD-L-2

ITIL®4 Practitioner: Service Desk Overview

ITIL® 4 Practitioner: Service Desk 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 ITIL®4 Practitioner: Service Desk 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 Practitioner: 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.

• ITIL®4 Practitioner: Service Desk – including the key concepts, principles, values, and challenges. This module validates your ability to measure, assess, and develop the Service Desk practice capability using the ITIL Maturity Model.

ITIL®4 Practitioner: Service Desk course will help you to:

• 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 organisation by using the ITIL Maturity Model.

Who can attend this ITIL® 4 Practitioner: Service Desk Training Course?

The ITIL®4 Practitioner: Service Desk Training Course is tailored for IT specialists overseeing the regular functioning of a service desk. The course might also benefit IT professionals who are not directly involved with the service desk tasks but need a good understanding of how it works. Some of the professionals who will benefit the most from this course are:

• Service Desk Analysts
• Service Desk Managers
• Application Support Engineers
• Service Desk Engineers
• Network Engineers
• Service Desk Operators
• Service Desk Technicians
• IT Support Managers

Learning Objectives:

• To comprehend the core purpose of service desk practices
• To identify key role responsibilities within the practice
• To recognize how to structure the practice organizationally
• To apply tools and technology for practice enablement
• To manage relationships with partners and suppliers efficiently
• To use the ITIL® Capability Model for practice development

Prerequisites

For this course, you are required to have obtained your ITIL® 4 Foundation certificate. Even if your ITIL® 4 Foundation certificate is expired, you can still do any higher level ITIL® 4 course from 1 World Training. Every successful pass of an Peoplecert exam that belongs under the same Suite, will renew the previous expired certificates to the renewal date of the most recent Axelos Peoplecert exam.