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AXELOS - ITIL® 4 Monitor, Support & Fulfil: Service Desk
Overview
This accelerated ITIL 4 Monitor, Support & Fulfil: Service Desk certification is for IT professionals who want to prove and validate their skills in this specific practice area.
Upon completion of this course you will be able to demonstrate your 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. This includes understanding of the Service Desk practice as the entry point and point of contact between the service provider and users.
In just 1 day, you’ll learn 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 your organisation by using the ITIL Maturity Model.
ITIL® is a registered trade-mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
At the end of this course, you’ll sit the Peoplecert (Axelos) exam, and achieve your ITIL 4 Monitor, Support & Fulfil: Service Desk certification.
Through Firebrand’s Lecture | Lab | Review methodology, you’ll get certified at twice the speed of the traditional training and get access to courseware, learn from certified instructors, and train in a distraction-free environment.
Audience
This course is ideal for:
- Any professional who wants to prove and validate their skills in the specific practice area.
- The combined practice course is also for professionals aiming to establish a good cross-practice collaboration and effective service value streams.
Benefits
Other accelerated training providers rely heavily on lecture and independent self-testing and study.
Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.
Firebrand Training provides instruction to meet every learning need:
- Intensive group instruction
- One-on-one instruction attention
- Hands-on labs
- Lab partner and group exercises
- Question and answer drills
- Independent study
Curriculum
- Module 1: The key concepts of the practice
- Module 2: The processes of the practice
- Module 3: The roles and competencies of the practice
- Module 4: How information and technology support and enable the practice
- Module 5: Τhe role of partners and suppliers in the practice
- Module 6: Ηow the ITIL capability model can be used to develop the practice
- Module 7: The recommendations for the practice success
Exam Track
At the end of this accelerated course, you’ll sit the following exam at the Firebrand Training centre, covered by your Certification Guarantee:
ITIL 4 Monitor, Support & Fulfil: Service Desk exam
- Duration: 30 minutes
- Format: Multiple choice; Closed book
- Number of questions: 20 questions
- Passing score: 13 out of 20 marks required to pass (65%)
What's Included
Your accelerated course includes:
- Accommodation *
- Meals, unlimited snacks, beverages, tea and coffee *
- On-site exams **
- Exam vouchers **
- Practice tests **
- Certification Guarantee ***
- Courseware
- Up-to 12 hours of instructor-led training each day
- 24-hour lab access
- Digital courseware **
- * For residential training only. Accommodation is included from the night before the course starts. This doesn't apply for online courses.
- ** Some exceptions apply. Please refer to the Exam Track or speak with our experts
- *** Pass first time or train again free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.
Prerequisites
Before attending this accelerated course, you should have:
- Delegates also need to have achieved ITIL 4 Foundation
Unsure whether you meet the prerequisites? Don’t worry. Your training consultant will discuss your background with you to understand if this course is right for you.
Reviews
Here's the Firebrand Training review section. Since 2001 we've trained exactly 134561 students and asked them all to review our Accelerated Learning. Currently, 96.41% have said Firebrand exceeded their expectations.
Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.
"Please do ask instructors any questions, some students might be afraid but once you ask, things get going."
Ruben Dehenau, Dehenau. (19/2/2024 (Monday) to 21/2/2024 (Wednesday))
"I am so glad that I chose Firebrand to undertake my PRINCE2 Foundation course. The course instructor was fantastic. His experience and knowledge were unmatched, and his attitude was positive and calming. The small group size was a really great environment for learning also. The accommodation and catering provided by the venue that Firebrand paired with are really high standard and contributed to the overall positive experience."
Dearbhla Ross, Access to Medicine Foundation. (19/2/2024 (Monday) to 20/2/2024 (Tuesday))
"I would definitely recommend Firebrand Training to people interested in fast certification. The materials provided for us gave great preparation and the instructor solidified and built on this knowledge with clear communication, real world examples and visual diagrams to leave us in good standing to pass the exams."
Rachel Brier, Firebrand Training Ltd. (31/5/2023 (Wednesday) to 2/6/2023 (Friday))
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Anonymous (31/5/2023 (Wednesday) to 2/6/2023 (Friday))
"I would definitely recommend Firebrand Training. They offer flexible training packages and the course tutor was very knowledgeable and friendly."
Alison Goddard, Infotech SW Ltd. (31/5/2023 (Wednesday) to 2/6/2023 (Friday))
Course Dates
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Start |
Finish |
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Location |
Book now |
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19/2/2024 (Monday) |
19/2/2024 (Monday) |
Finished - Leave feedback |
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24/6/2024 (Monday) |
24/6/2024 (Monday) |
Wait list |
Nationwide |
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5/8/2024 (Monday) |
5/8/2024 (Monday) |
Limited availability |
Nationwide |
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16/9/2024 (Monday) |
16/9/2024 (Monday) |
Open |
Nationwide |
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28/10/2024 (Monday) |
28/10/2024 (Monday) |
Open |
Nationwide |
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9/12/2024 (Monday) |
9/12/2024 (Monday) |
Open |
Nationwide |
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