Description

These modules are covered in detail in the ITIL 4 Practitioner: Service Desk training course: Module 1 Key Concepts: Understand the purpose and key concepts of the Service Desk practice, including how it serves as a single point of contact between the service provider and users to enable effective communication.
Module 2 Success Factors: Learn about practice success factors (PSFs) and key practice metrics that are essential for measuring the effectiveness of the service desk and ensuring that it meets the needs of organizations and users.
Module 3 Processes: Explore service desk processes, including key activities, and learn how to effectively integrate these processes into your organization’s value stream to improve service delivery and user satisfaction.
Module 4 Roles and Competencies: Focus on key roles within the Service Desk practice and see how to position the practice within your organization.
Know the competencies required for these roles to ensure effective service management. Module 5 Information and Technology: Learn how information and technology can support and enable the service desk practice to achieve continuous improvement, streamline operations and improve the user experience through efficient service delivery. Module 6 Partners and Suppliers: Examine the role of partners and suppliers in service desk practice and understand how to work effectively with external organizations to improve service delivery and achieve business objectives. Module 7 ITIL Capability Model: Discover how the capability criteria support the competence development of the practice.
Learn how to apply these criteria to develop a robust and efficient service desk that meets ITIL standards. Module 8 Ensuring Success: Learn how to be successful with the service desk practice and understand how it is supported by the ITIL guiding principles that ensure best practices are followed to achieve high quality service management.
You will also be able to test and consolidate your knowledge with a summary learning checklist at the end of each module.
At the end of the course, an overall summary is available and you can test your knowledge with quiz questions.