ITIL® 4 Practitioner: Service Desk Practice eLearning

• Individuals eager to begin their ITIL training with a recognized, award-winning course provider. 

• Organizations planning to implement ITIL 4 best practices. 

• Individuals or groups interested in pursuing ITIL training through online platforms. 

• Team members and managers who need to grasp the ITIL framework. 

• Candidates aspiring to build careers in IT management. 

• Fundamental Concepts of the Practice 

• Success Factors of the Practice 

• Processes within the Practice 

• Essential Roles and Competencies in the Practice 

• The Impact of Technology and Automation on the Practice 

• The Contribution of Partners and Suppliers to the Practice 

• The ITIL Capability Model 

Why take this course? 

• Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor  

• The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector  

• The course has been developed with insights from leading experts, including authors of various ITIL 4 publications  

• Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply)  

• This ITIL® 4 Practitioner: Service Desk course is accredited by PeopleCert 

Syllabus Information 

Module 0: Welcome to ITIL 4 Service Desk Practice 

This introductory module sets the stage for the course, outlining its main features, learning plan, aims, objectives, and overall structure. Participants will receive a syllabus, diagram and tables pack, a further reading and links document, and access to essential framework publications. The module also addresses frequently asked questions about ITIL 4 Service Desk Practice, providing a comprehensive foundation for the upcoming modules.  

Module 1: Key concepts 

This module dives into the fundamental concepts and terminology of the Service Desk practice. It discusses the purpose of the Service Desk, the practice success factors (PSFs), and the key metrics that measure the effectiveness of Service Desk operations.    

Module 2: Value streams and processes 

This module explores the core Service Desk processes, including user query handling, communicating with users, and Service Desk optimization. It details the necessary inputs, activities, and outputs of these processes and demonstrates how they integrate into the organization's value streams.   

Module 3: Enabling the practice 

This module focuses on the operational aspects of the Service Desk, detailing the roles and responsibilities of the teams involved. It explains how to structure the Service Desk within an organization and discusses common organizational approaches for a dedicated user communication team. The session also covers automation and tooling recommendations for enhancing Service Desk efficiency. Furthermore, it examines the impact of partners and suppliers on the Service Desk and how their support can be optimized. The module concludes with strategies for developing the Service Desk capability based on ITIL guiding principles.  

Module 4: The practice exams 

This module provides two practice exams designed by PeopleCert to prepare participants for the certification test. These practice exams are crucial for assessing knowledge, understanding exam format, and ensuring readiness for the official certification.  

Module 5: ITIL 4 Service Desk Practice wrap-up 

The final module provides participants with necessary information on how to book the certification exam and introduces additional courses that may be of interest. This brief session is aimed at ensuring participants are well-prepared for further certifications and have the resources needed to pursue continuous learning. 

The course is valid for 3 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.