ITIL® 4 – Service Desk

Course content

The following topics are covered:

• The key concepts of the Service Desk practice
• The processes that are part of the practice
• The roles and competences required for the practice
• How information and technology support and enable the practice
• The role of partners and suppliers within the practice
• How the ITIL capability model can be used to develop and continuously improve the practice
• Recommendations for Service Desk practice success
• Exercises to define key elements supporting a highly effective Service Desk practice

Course objectives

In one day, participants will acquire the knowledge and skills required to:

• Understand the key concepts supporting the Service Desk practice.
• Describe the processes that are part of the practice, the supporting roles and the Practice Success Factors.
• Identify how the Service Desk practice relies on specific elements coming from all four ITSM dimensions.
• Understand how to assess the maturity and capabilities of the Service Desk practice.
• Take the AXELOS/PeopleCert Service Desk exam with confidence by applying their newly acquired knowledge.
• Put the ITIL® principles to practical use.

Target audience

This course is aimed at:

• Personnel actively involved in the Service Desk practice
• Those defining and implementing the Service Desk practice
• People involved in increasing IT management efficiency, effectiveness and performance