ITIL® 4 Practitioner: Service Desk

The ITIL® 4 Practitioner: Service Desk course is designed to provide IT professionals with the skills and knowledge to effectively manage service desk operations, ensuring efficient handling of incidents, service requests, and communication between users and IT teams. This course will help participants develop an understanding of how the service desk plays a crucial role in maintaining service quality, customer satisfaction, and effective IT operations.

Participants will learn how to design, implement, and manage service desk processes that align with ITIL® 4 principles. The course also covers strategies for enhancing service desk performance, improving user experiences, and leveraging tools and technologies to streamline operations.

This course is essential for professionals looking to optimize their service desk function and contribute to the overall success of IT service management in their organization.

In just 1 day, you’ll also learn to:

• Understand the role of the service desk in IT service management.
  Design and implement effective service desk processes based on ITIL® 4.
• Improve communication between service desk staff and users to enhance service delivery.
• Utilize tools and technologies to streamline service desk operations.
• Integrate service desk activities with other ITIL practices to improve service quality.
• Develop strategies to enhance user satisfaction and service desk performance.

By the end of this course, you will have the practical skills to manage and optimize your service desk, ensuring seamless operations and high user satisfaction.

Why choose Firebrand?

• Accelerated certification process – Get certified in just 1 day.
• Access to expert instructors with real-world experience.
• A hands-on, immersive learning environment for maximum retention.
• Flexible learning options and dedicated support.

At the end of this intensive course, you will sit for the PeopleCert ITIL® 4 Practitioner: Service Desk certification exam and, upon passing, obtain your 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:

• Service desk managers and team leads responsible for optimizing service desk operations.
• IT professionals working in service desk roles, including incident and request management.
• IT support staff who handle customer interactions and resolve service-related issues.
• Service managers looking to align service desk processes with broader IT service management goals.
• IT operations teams seeking to improve efficiency and user satisfaction in service desk services.
• Individuals pursuing ITIL 4 certifications or enhancing their expertise in service desk management. 

ITIL® and The Swirl logo™ are registered trademarks of PeopleCert Group, used under permission of PeopleCert. All rights reserved.

• Module 1: Introduction to Service Desk and its Role in ITSM
• Module 2: Designing and Implementing Service Desk Processes
• Module 3: Managing Service Desk Operations and Performance
• Module 4: Service Desk Tools and Technologies
• Module 5: Integrating Service Desk with Other ITIL Practices
• Module 6: Improving Service Desk Efficiency and User Satisfaction

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 Practitioner: 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%)

Before attending this accelerated course, you must have successfully completed the ITIL® 4 Foundation certification.

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.

Seven reasons why you should sit your course with Firebrand Training

• Two options of training. Choose between residential classroom-based, or online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs from 9 am – 5 pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day of quality learning time, with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply for online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

Think you are ready for the course? Take a FREE practice test to assess your knowledge!  Free Practice Test