Opleiding: ITIL® 4 Practitioner: Service Desk (On-line proctored Exam, Official certification e-Book, Official Training Material Learner Kit, eLearning 12-month access) [PC-ITIL4P-MSF-SD]

OVERVIEW

Service Desk is the point of contact between the service providers and users. Effective development and application of the practice can significantly influence user experience, customer experience, and the overall success of service relationships.

The ITIL 4 Practitioner: Service Desk Practice course 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 Service Desk practice at both strategic and operational levels maximizing value from this practice area.

ITIL 4 Practitioner: Service Desk enables professionals 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 their organization by using the ITIL Maturity Model

OBJECTIVES

CONTENT

Module Titles and learning outcomes:
 
Module 0: Welcome to ITIL 4 Service Desk Practice

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.

It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Service Desk Practice.

Module 1: Key concepts

Module 1 explains the purpose and some key terms and concepts of the service desk practice. It then describes the practice success factors (PSFs) and the key metrics of the service desk practice.

Module 2: Value streams and processes

Module 2 looks at the core service desk processes: User query handling, communicating to users, and service desk optimization. It details the inputs and activities required by each process and presents the outputs.

The module also explores how the service desk practice can contribute to and be integrated in the organization’s value streams.

Module 3: Enabling the practice

Module 3 begins by describing the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service desk practice in the organizational structure, outlining common ways of organizing a dedicated user communication team.

Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service desk practice.

The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

Module 3 ends with recommendations for the success of the service desk practice and how the recommendations are supported by the ITIL guiding principles.

Module 4: The practice exams

Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Service Desk Practice wrap-up

Module 5 provides information on booking the exam and other courses of interest.