ITIL® 4 Practitioner: Service Desk
About Course
ITIL® 4 Practitioner: Service Desk focuses on the practical application of ITIL® concepts within the Service Desk domain. It equips professionals with the skills to effectively manage and optimize service desk operations, ensuring seamless IT service delivery and customer satisfaction. This course covers key areas such as incident management, problem management, request fulfillment, and service level management, empowering practitioners to enhance service desk performance and contribute to overall organizational success.
The exam voucher is included in the course package.
Course Outline
General information
- Purpose and description
- Terms and concepts
- Scope
- Practice success factors
- Key metrics
Value streams and processes
- Processes
- Value stream contribution
Organizations and people
- Roles, competencies, and responsibilities
- Organizational structures and teams
Information and technology
- Information exchange
- Automation and tooling
Partners and suppliers
Capability assessment and development
- The practice capability levels
- Capability self-assessment
- Service desk capability development