About the course
This e-Learning course provides a comprehensive understanding of Service Desk, covering essential topics such as the ITIL® 4 qualification scheme, roles and responsibilities, and key metrics for success. Participants will learn to implement effective value streams and processes, improve their organization’s capabilities through self-assessment techniques, and leverage automation for optimized information exchange. By the end of the course, you’ll be equipped with practical strategies for Service Desk excellence, ready to drive success in your IT organization. Enroll today to elevate your service delivery!
What will you learn
- Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication.
- Learn about practice success factors (PSF) and key practice metrics, which are essential for measuring the effectiveness of the Service Desk and ensuring it meets organisational and user needs.
- Explore Service Desk processes, including key activities, and learn how to effectively integrate these processes into your organisation’s value stream to enhance service delivery and user satisfaction.
- Focus on key roles within the Service Desk practice, and see how to position the practice within your organisation. Understand the competencies required for these roles to ensure effective service management.
- See how information and technology can support and enable the Service Desk practice to deliver continuous improvements, streamline operations, and enhance the user experience through efficient service delivery.
- Explore the role of partners and suppliers in the Service Desk practice, understanding how to collaborate effectively with external entities to enhance service delivery and meet business objectives.
- Discover how the capability criteria support the practice’s capability development. Learn how to apply these criteria to develop a robust and efficient Service Desk that aligns with ITIL standards.
- Learn how to succeed with the Service Desk practice, understanding how it is supported by the ITIL guiding principles, which help ensure best practices are followed to achieve high-quality service management.
E-Learning
Interactive, Self-paced, Device-friendly, 2-3-hour content, Mobile-optimized, Practical exercises
- Experience e-learning through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.
- Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course thoroughly engaging and enriching.
- Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.
- Take advantage of closed captioning and adjustable player settings. This personalised approach ensures a comfortable and effective learning experience for everyone.
- Stay on top of your learning with real-time progress tracking. Knowledge checks reinforce your understanding, ensuring a solid grasp of the material as you progress.
- Each module includes a detailed learning checklist, guiding you through the course structure and ensuring you cover all key topics.
- Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience.
- Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.
Training materials
- Peoplecert official ITIL4® Service Desk Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
- Peoplecert ITIL4 Service Desk e-Learning training environment
- Peoplecert official ITIL4 Service Desk Book (Digital Version)
- ITIL4® Service Desk Exam Voucher to take the exam within 12 months after completing the course
Audience
Suitable for all IT professionals. Popular among professionals who have advanced to roles such as: IT Specialist: Operations, IT Manager: Operations, IT Service Manager.
Requirements
You must have passed the ITIL4® Foundation exam before taking the ITIL® Service Desk exam.
Bookings
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