ITIL® Service Desk

About the course

During the 1-day instructor lead virtual course you will Learn how to improve user and customer experience, as well as the overall success of your service relationships. This course is part of the ITIL® Specialist: Monitoring, Support and Fulfill Course.

What skills will you acquire:

• Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
• Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.
• Learn to align organisational practices and services with evolving business needs by continuously improving products, services, and management practices.

What will you learn

• Make the best of our eLearning option 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 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 to pace yourself and enjoy an effective learning experience.
• Stay on top of your learning with real-time progress tracking. Knowledge checks help deepen your understanding and ensure that you grasp the material as you progress.
• Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.
• 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.
• Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience

Training materials

• Peoplecert official ITIL® Service Desk Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
• Peoplecert ITIL® Service Desk online training environment
• Peoplecert official ITIL® Service Desk Book (Digital Version)
• ITIL® Service Desk Exam Voucher to take the exam within 12 months after completing the course

Audience

The ITIL® Service Desk course is intended for those who have passed the ITIL5® Foundation exam and want to acquire a detailed understanding of the ITIL Service Desk Practice.

Requirements

You must have passed the ITIL5® Foundation exam or the ITIL4® Create, Deliver and Support exam.