ITIL® 4 Practitioner: Service Desk Training

Duration: 1 day
Exam Voucher: Yes
Language: English
7 PMI PDUs
Level: Intermediate

The purpose of the ITIL Service Desk practice is to capture demand for incident resolution and service requests. It is typically the entry point and single point of contact for the service provider for all users. In this course, the service desk practice includes all four dimensions of service management, including organizations and people, information and technology, value streams and processes, and partners and suppliers.

This course is part of the ITIL Practice Manager Certification course series.

ITIL Service Desk Delivery Methods

In-Person
Online

ITIL Service Desk Information

In this certification training, you will learn how to:

Describe and carry out the service desk practice.
Define practice success factors.
Provision software tools.
Implement automation for service success.
Consult and advise on service partners and suppliers.
Involve service desk practices in all value streams where the service provider communicates with users.

Training Prerequisites

Attendees must hold an active ITIL 4 Foundation certification.

Certification Information

To earn this certification, you must:

Sit for the ITIL Service Desk exam via PeopleCert®’s online proctoring service.
Score of 16/20

This course qualifies for PeopleCert ITIL 4 Continuing Education credits.

ITIL Service Desk Training Outline

Module 1: Introduction to ITIL Service Desk Practice

Understanding the purpose and description of the ITIL Service Desk Practice
Familiarizing yourself with the common terms and concepts
Learning the scope of the service desk practice area
Explain practice success factors
Key Metrics

Module 2: Value Streams and Processes

Processes to fulfill the purpose of the practice
Value Stream Contribution

Module 3: Organizations and People

Roles, competencies and responsibilities
Organizational structure and teams

Module 4: Information and Technology

Information exchange
Automation and tooling

Module 5: Partners and Suppliers

Performing service desk activities
Provisioning of software tools
Consulting and advisory

Module 6: Capability Assessment and Development

The practice capability levels
Capability self-assessment
Service desk capability development

Module 7: Recommendations for Practice Success

Select Commercial or Government Pricing

$895

1-day Instructor-Led Training
Official PeopleCert Training
Exam Voucher Included
Take2 exam re-sit included (eligible on public events)
After-course instructor coaching benefit included

Would you like to take this course as a team?

Guaranteed to Run - You can rest assured this class will not be canceled. Delivery format is subject to change – please call Customer Service if you have any questions.
May 19 9:00 AM - 4:30 PM EDT

Virtual
Aug 18 9:00 AM - 4:30 PM EDT

Virtual
Nov 16 9:00 AM - 4:30 PM EST

Virtual

$895

1-day Instructor-Led Training
Official PeopleCert Training
Exam Voucher Included
Take2 exam re-sit included (eligible on public events)
After-course instructor coaching benefit included

Would you like to take this course as a team?

Guaranteed to Run - You can rest assured this class will not be canceled. Delivery format is subject to change – please call Customer Service if you have any questions.
May 19 9:00 AM - 4:30 PM EDT

Virtual
Aug 18 9:00 AM - 4:30 PM EDT

Virtual
Nov 16 9:00 AM - 4:30 PM EST

Virtual

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Myself

Team/Group

First Name*

Last Name*

Email*

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ITIL Service Desk FAQs

Anyone who is certified in ITIL 4 Foundation and who desires to learn more about the service desk practice.

Yes, it will not only recertify any expiring certification, but you will also gain additional certification in the Service Desk practice.

Yes, additional certifications will be available in Problem Management, Monitoring and Event Management, Incident Management and Service Request Management

You will be provided with an exam voucher for the exam and a link to register and schedule your online exam sessions with the PeopleCert web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

For publicly scheduled course events, Learning Tree will set up the Take2 option for all attendees when we order your exam voucher. If you aren’t successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake.

Though exam vouchers can cost hundreds, there is no additional cost to you to sign up for the Take2 re-sit program. Take2 is an additional complimentary benefit offered to you by Learning Tree.

Yes, you must re-sit the exam within six months of your initial exam.

Certification candidates and existing credential holders are responsible for reporting all Continuing Certification Requirements Program (CCR) activities to PMI (Project Management Institute). To report the completion of a Learning Tree course, you can use the Online PDU (Professional Development Units) Resources System.

Go to the PMI Continuing Certification Requirements System https://ccrs.pmi.org/
Log in with your username and password
Locate the claim code associated with your course in the table in this document
Click on “Report PDU for this activity”
Fill in the date started and date completed
Click on the box agreeing that this claim is accurate and then submit

PDU Information for This Course:

Total PDUs: 7
Ways of Working PDUs: 2
Power Skills PDUs: 1
Business Acumen PDUs: 4
PMI Claim Code: 11542QL24E

ITIL® 4 Practitioner: Service Desk Training

ITIL Service Desk Delivery Methods

ITIL Service Desk Information

ITIL Service Desk Training Outline

Module 1: Introduction to ITIL Service Desk Practice

Module 2: Value Streams and Processes

Module 3: Organizations and People

Module 4: Information and Technology

Module 5: Partners and Suppliers

Module 6: Capability Assessment and Development

Module 7: Recommendations for Practice Success

Live Instructor $895

Live Instructor $895

ITIL Service Desk FAQs

Who should attend?

If I need to recertify an expiring ITIL certification, will this One Day course be eligible to recertify me?

Will there be additional courses available for the other practice areas?

When do I take my ITIL exam?

How do I know if I am eligible for the Take2 exam retake option?

How much does the Take2 exam retake cost?

Does the Take2 exam retake option expire?

How do I earn Professional Development Units (PDUs) for this course?

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