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ITIL® 4 – Service Desk

Scheduled sessions

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EN May 22 2026 Virtual
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FR Jun 19 2026 Virtual
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EN Jul 29 2026 Virtual
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ITIL® 4 – Service Desk

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ITIL® 4 – Service Desk

Expand your knowledge of ITIL® 4 Service Desk in a practical one-day workshop.

Email: contact@qualiti7.com or qualiti7.com

This one-day workshop covers the key concepts, principles, and challenges of the Service Desk practice. It provides guidance on implementing an effective service desk at both strategic and operational levels to improve user support and service delivery.

Language

The course, course materials and exam are in English.

Course duration

1 day

Prerequisite

ITIL® 4 Foundation certification

Course content

  • Key concepts of the Service Desk practice
  • Processes of the practice
  • Roles and competencies
  • Information and technology support
  • Partners and suppliers roles
  • ITIL capability model application
  • Best practice recommendations
  • Practical exercises for service desk effectiveness

Course objectives

  • Understand the key concepts of the Service Desk practice
  • Describe the processes, roles, and success factors of the practice
  • Understand how the Service Desk relates to the four ITSM dimensions
  • Assess the maturity and capabilities of the Service Desk
  • Apply ITIL principles in practical scenarios
  • Prepare for the ITIL 4 Service Desk certification exam

Target audience

  • Professionals involved in Service Desk operations
  • Practitioners implementing service desk practices
  • Individuals improving IT service support and performance

Exam

The official exam is included.

Format: 20 multiple-choice questions
Duration: 30 minutes
Pass mark: 65%
Delivery: Online