Description

Description

The objective of the ITIL Service Desk practice is to manage the demand for incident resolution and service requests. It commonly serves as the initial and primary point of contact for all users with the service provider. In this course, the service desk practice encompasses all four dimensions of service management: organisations and people, information and technology, value streams and processes, and partners and suppliers.

Certification Information:

To earn this certification you must:

– Sit for the ITIL Service Desk exam via PeopleCert®’s online proctoring service.
– Score of 16/20

Training Objectives

• Describe and carry out the service desk practice.
• Define practice success factors.
• Provision software tools.
• Implement automation for service success.
• Consult and advise on service partners and suppliers.
• Involve service desk practices in all value streams where the service provider communicates with users.

Course Outline

• – 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