ITIL 4 Practitioner Service Desk Training Objectives

Key Point of Training Program

• ITIL 4 Practitioner Service Desk Training Outline

  Module 1: Introduction to ITIL Service Desk Practice

  - Understanding the purpose and description of the ITIL Service Desk Practice
  - Familiarising yourself with the common terms and concepts
  - Learning the scope of the service desk practice area
  - Explain practice success factors
  - Key Metrics

  Module 2: Value Streams and Processes

  - Processes to fulfill the purpose of the practice
  - Value Stream Contribution

  Module 3: Organisations and People

  - Roles, competencies and responsibilities
  - Organisational structure and teams

  Module 4: Information and Technology

  - Information exchange
  - Automation and tooling

  Module 5: Partners and Suppliers

  - Performing service desk activities
  - Provisioning of software tools
  - Consulting and advisory

  Module 6: Capability Assessment and Development

  - The practice capability levels
  - Capability self-assessment
  - Service desk capability development

  Module 7: Recommendations for Practice Success

• ITIL 4 Practitioner Service Desk Training Delivery Methods

  In-Person

  Online

  Upskill your whole team by bringing Private Team Training to your facility.

• ITIL 4 Practitioner Service Desk Training Prerequisites:

  - Official course content and curriculum
  - PeopleCert Exam Voucher included
  - Take2 exam re-sit included (eligible on public events)
  - After-course instructor coaching benefit included

  Training Prerequisites:

  - Attendees must hold an active ITIL 4 Foundation certificatio