ITIL® 4 Practitioner: Service Desk Training

Course 5340

  • Duration: 1 day
  • Exam Voucher: Yes
  • Language: English
  • 7 PMI PDUs
  • Level: Intermediate

The purpose of the ITIL Service Desk practice is to capture demand for incident resolution and service requests. It is typically the entry point and single point of contact for the service provider for all users. In this course, the service desk practice includes all four dimensions of service management, including organizations and people, information and technology, value streams and processes, and partners and suppliers.

This course is part of the ITIL Practice Manager Certification course series.

ITIL Service Desk Delivery Methods

  • In-Person

  • Online

ITIL Service Desk Information

In this certification training, you will learn how to:

  • 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.

Training Prerequisites

Attendees must hold an active ITIL 4 Foundation certification.

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

This course qualifies for PeopleCert ITIL 4 Continuing Education credits.

ITIL Service Desk Training Outline

  • Understanding the purpose and description of the ITIL Service Desk Practice
  • Familiarizing yourself with the common terms and concepts
  • Learning the scope of the service desk practice area
  • Explain practice success factors
  • Key Metrics
  • Processes to fulfill the purpose of the practice
  • Value Stream Contribution
  • Roles, competencies and responsibilities
  • Organizational structure and teams
  • Information exchange
  • Automation and tooling
  • Performing service desk activities
  • Provisioning of software tools
  • Consulting and advisory
  • The practice capability levels
  • Capability self-assessment
  • Service desk capability development

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ITIL Service Desk FAQs

Anyone who is certified in ITIL 4 Foundation and who desires to learn more about the service desk practice.

Yes, it will not only recertify any expiring certification, but you will also gain additional certification in the Service Desk practice. 

Yes, additional certifications will be available in Problem Management, Monitoring and Event Management, Incident Management and Service Request Management

You will be provided with an exam voucher for the exam and a link to register and schedule your online exam sessions with the PeopleCert web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

For publicly scheduled course events, Learning Tree will set up the Take2 option for all attendees when we order your exam voucher. If you aren’t successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake.

Though exam vouchers can cost hundreds, there is no additional cost to you to sign up for the Take2 re-sit program. Take2 is an additional complimentary benefit offered to you by Learning Tree.

Yes, you must re-sit the exam within six months of your initial exam.

Certification candidates and existing credential holders are responsible for reporting all Continuing Certification Requirements Program (CCR) activities to PMI (Project Management Institute). To report the completion of a Learning Tree course, you can use the Online PDU (Professional Development Units) Resources System.

  • Go to the PMI Continuing Certification Requirements System
  • Log in with your username and password
  • Locate the claim code associated with your course in the table in this document
  • Click on “Report PDU for this activity”
  • Fill in the date started and date completed
  • Click on the box agreeing that this claim is accurate and then submit

PDU Information for This Course:

  • Total PDUs: 7
  • Ways of Working PDUs: 2
  • Power Skills PDUs: 1
  • Business Acumen PDUs: 4
  • PMI Claim Code: 11542QL24E
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