Course Overview

Service Desk certification training courses and exams based on the ITIL practice for Service Desk. The service desk acts as a crucial intermediary between service providers and users, playing a pivotal role in enhancing user experience, customer satisfaction, and the overall success of service relationships through efficient practices. A service desk is responsible for providing customer support, handling inquiries, troubleshooting technical issues, and ensuring the smooth operation of services or products offered by an organization.

  • Key concepts of the practice

  • Processes of the practice

  • Roles and competencies of the practice

  • How information and technology enable the practice

  • Role of partners and suppliers in the practice

  • How the ITIL capability model can be used to develop the practice

  • How the guiding principles support the practice

  • Define 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 using the ITIL Maturity Model.

Service Desk practice module is designed for IT professionals aiming to validate their expertise in this specific area. It enables individuals to showcase their comprehensive understanding and practical implementation of the ITIL 4 Service Desk practice, encompassing both strategic and operational levels to maximize value in this domain.

In order to access ITIL 4 Service Desk exam, candidates must hold an ITIL 4 Foundation certificate or an ITIL 4 Managing Professional Transition certificate.

  • Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)

  • Closed book

  • 20 multiple choice questions

  • 1 mark for each correct answer

  • Passing score: 13/20 marks - 65%

Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training

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