ITIL® 4 Practitioner: Service Desk

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.

Docente: Italiano / Inglese
Duration: 7 h (1 days)
Esame: Italiano / Inglese
Exam: Paper / Online / Proctored

Course Description

Objectives

The ITIL 4 Practitioner: Service Desk practice module 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 organisation by using the ITIL Maturity Model

At the end of each section of the course, there will be a hands-on exercise to fix the concepts just explained and become familiar with the exam questions.

This course leads to the ITIL 4 Practitioner Service Desk certification exam session, the passing of which provides an advanced-level professional qualification in IT Service Management and allows you to continue on to more advanced courses (ITIL Practitioner, ITIL Managing Professional, ITIL Strategic Leader).

Who it is addressed to

Candidates taking the ITIL 4 Service Desk Practice qualification.

Contents of the ITIL 4 Practitioner Service Desk course

The key concepts of the practice
The processes of the practice
The roles and competencies of the practice
How information and technology support and enable the practice
The role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
The recommendations for the practice success

Trainer

BITIL.COM lecturers are accredited (Accredited Trainer) by the international training body to teach and supervise exams; specialists in IT Service Management, they are professionals with many years of experience in ITIL best practice adoption projects in medium and large IT Directorates, able to transfer a software vendor-independent and totally business-oriented implementation approach.

This ITIL® course is offered by BITIL.COM ATO of PeopleCert.

Certification Examination

Examination Type: Online with Proctor

Official Certificate: ITIL 4 Practitioner Service Desk | Peoplecert

Exam Language: English, French, German, Italian, Spanish

Exam Format:

Questions: 20 multiple choice questions, of which only one is correct, each correct answer is worth one point, there is no penalty for wrong answers
Duration: 30 minutes (+extra time NO Mother tongue)
Passing threshold: 13/20 = 65%.
Closed book

Retake (2nd shot): If you fail, the exam can be retaken a second time free of charge, only if option activated.

All those who have successfully completed their examination will receive an electronic certificate from PEOPLECERT. This electronic certificate has the characteristics of uniqueness, security and can be verified by those who wish to check its validity. It is also possible to request the certificate in paper format, as an option, adding the amount of 40 € to the cost of the course.

All those who pass the exam will receive a free one-month subscription to My ITIL. My ITIL is the online online resource that supports you in introducing the concepts learned during the course to be transferred within your organization, as well as developing your skills and knowledge in line with future innovations in IT service management.

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