ITIL® 4 Practitioner: Service Desk

Code: itilmsfsd

What you'll learn

ITIL 4 Practice

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‚Äôll 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 ‚Äì 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‚Äôs Lecture | Lab | Review methodology, you‚Äôll 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.

Curriculum

6 modules

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

Prerequisites

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

Exam info

At the end of this accelerated course, you‚Äôll 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%)

Course Dates

Sorry, there are currently no dates available for this course. Please submit an enquiry and one of our team will contact you about potential future dates or alternative options.

FAQs

4 question

Yes, we do provide courses suitable for beginners. However, Firebrand's accelerated courses aren't easy and it's essential that you are interested and actively pursuing a career in IT.

Traditional training providers usually run their courses from 9am to 5pm. At Firebrand Training we maximise the number of learning hours to minimise the number of training days, so you’ll be back to your job as quickly as possible. You don’t waste time travelling to several courses and finding an exam centre after that.

Firebrand's accelerated courses are constantly reviewed. We ask our delegates for feedback after every course. We are official partners with leading vendors and therefore, we're provided with certification changes and updates, which we can then implement in our course delivery at a very early stage. This feedback is then analysed in view of changes or discrepancies. We will then address the topics mentioned and have a panel of subject matter experts provide us with valuable suggestions for improvement and solutions.

If you need to learn new skills and you want to be able to put them into practice quickly, then Firebrand is the right training company for you.

Our unique accelerated training method means that we are your fastest way to learn. By delivering training for up to 12 hours per day, seven days per week, with exam centres on-site, we ensure that you are trained and certified quicker than anywhere else, having spent less time out of the office away from the day job.

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