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ITIL® 4 Practitioner: Service Desk Training Overview
ITIL® 4 Practitioner: Service Desk Training Course Outline
Module 1: Key Concepts of the Practice
- Purpose of the Practice
- Practice Success Factors (PSF)
- Key Metrics of the Practice
- Key Terms/Concepts
- Communication Channels Characteristics
- Omnichannel Communications
- Service Empathy
- Moment of Truth
Module 2: Processes of the Practice
- Inputs and Outputs of the Processes
- Key Activities of the Processes
- How to Integrate the Practice in the Organization’s Value Streams?
Module 3: Roles and Competencies of the Practice
- Responsibilities of the Key Roles of the Practice
- How to Position the Practice in the Organizational Structure?
Module 4: How Information and Technology Support and Enable the Practice
- Tools Application
- How to Apply the Recommendations on Automation?
Module 5: Role of Partners and Suppliers in the Practice
- Dependencies of the Practice on Third Parties
- How Partners and Suppliers can Support the Practice?
Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice?
- How do Capability Criteria Support the Practice Capability Development?
Module 7: Recommendations for the Practice Success
- Recommendations for the Service Desk Practice Success
- How they are Supported by the ITIL® Guiding Principles?
Who should attend this ITIL® 4 Practitioner: Service Desk Training Course?
The ITIL® 4 Practitioner: Service Desk Training Course in the United Statesis 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
Prerequisites of the ITIL® 4 Practitioner: Service Desk Training Course
For the ITIL® 4 Practitioner: Service Desk Training Course in the United States, delegates typically need a foundational understanding of ITIL® concepts and may be required to hold an ITIL® 4 Foundation Certification or its equivalent prior to registration. Familiarity with service desk operations is also advantageous.
ITIL® 4 Practitioner: Service Desk Training Course Overview
ITIL® 4 Practitioner: Service Desk Training in the United States is a comprehensive course designed to enhance the skills and knowledge of professionals in the IT service management domain. In a rapidly evolving technological landscape, understanding the principles of ITIL® 4 Practitioner for the Service Desk is crucial. It equips delegates with the tools to deliver effective and efficient IT services, ensuring alignment with organizational goals and enhancing service quality.
Knowing the intricacies of ITIL® 4 Practitioner is particularly important for IT professionals in the United States responsible for managing service desks. These include service desk managers, support analysts, and IT professionals involved in delivering and supporting IT services. Mastery of this subject empowers professionals to optimize service desk operations, streamline processes, and enhance customer satisfaction.
This 1-day training in the United States is tailored to provide delegates with practical insights into ITIL® 4 Practitioner for the Service Desk. The course covers essential concepts such as incident management, problem resolution, and service request fulfillment. Through hands-on exercises and real-world scenarios, delegates gain the skills needed to efficiently manage service desk operations, leading to improved service delivery and customer experience.
Course 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
Upon completion of this course in the United States , delegates will benefit from a comprehensive understanding of ITIL® 4 Practitioner for the Service Desk, gaining practical skills to enhance their roles. They will also be better equipped to manage incidents, resolve problems, and fulfill service requests efficiently, contributing to the overall improvement of IT service delivery and customer satisfaction within their organizations.
What’s included in the ITIL® 4 Practitioner: Service Desk Training Course?
- ITIL® 4 Practitioner: Service Desk Training Examination
- World-class training sessions from Experienced Instructors
- ITIL® 4 Practitioner: Service Desk Certificate
- Digital Delegate Pack
TIL® 4 Practitioner: Service Desk Exam Information
The ITIL® 4 Practitioner: Service Desk Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service desk operations. This certification focuses on effectively managing and delivering quality support services to users and customers. The exam format is as follows:
- Type of Questions: Multiple Choice
- Total Questions: 20
- Number of marks: 20 Marks
- Pass mark: 65%, or 13/20 Marks
- Duration: 30 Minutes
- Open Book/Closed Book: Closed book
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Practitioner: Service Desk Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Unlock your potential with The Knowledge Academy's ITIL® 4 Practitioner: Service Desk Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
What our customers are saying
ITIL® 4 Practitioner: Service Desk Training FAQs
ITIL 4 Practitioner: Service Desk focuses on the practical application of ITIL principles in managing and enhancing service desk operations.
A Service Desk provides benefits such as streamlined support, improved issue resolution, and enhanced communication, ultimately contributing to overall operational efficiency.
The training encompasses learning about practical applications of ITIL principles for efficient management and improvement of service desk operations.
For the ITIL® 4 Practitioner: Service Desk Training Course, delegates typically need a foundational understanding of ITIL® concepts and may be required to hold an ITIL® 4 Foundation Certification or its equivalent prior to registration. Familiarity with service desk operations is also advantageous.
This course is designed for professionals involved in service desk management, IT support, and those seeking to enhance their understanding and application of ITIL® 4 principles in service desk operations.
The course spans across 1 day.
Assess your interest and role in service desk operations, and consider if enhancing your understanding of ITIL 4 principles aligns with your professional goals.
If you face any issues in accessing the course materials, then you can reach out to our customer support team who will provide you with quick assistance to resolve the issue.
The Knowledge Academy in the United States stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking ITIL® 4 Practitioner: Service Desk Training Course Certification Courses.
The training fees for ITIL® 4 Practitioner: Service Desk Training certification in the United States starts from $1895
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Service Desk Training.
Please see our ITIL® Certification Training courses available in the United States
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Trusted & Approved
Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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ITIL® 4 Practitioner: Service Desk Training in United States
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