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Trained 50k+ People
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With Over 20 Years' Experience
Please Note: Full payment is required before you are granted access to our online training courses. After your order has been processed (up to 48 hours), you will receive an email containing the access URL, username and password. The duration of your access starts on the day your order is processed, so we encourage you to work through your online training course with this in mind.
Our ITIL® 4 Practitioner: Service Desk online training course is structured and aligned around the ITIL® Framework. The examination is intended to assess whether you can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Service Desk practices publication.
Our ITIL® 4 Practitioner: Service Desk online training course will cover the following topics:
1. The key concepts of the practice
1.1. Explain the purpose of the practice
1.2. Describe the practice success factors (PSF) & key metrics of the practice
1.3. Explain the key terms/concepts:
2. The processes of the practice
2.1. Describe inputs and outputs of the processes
2.2. Describe the key activities of the processes
2.3. Know how to integrate the practice in the organization’s value streams
3. The roles and competencies of the practice
3.1. Describe the responsibilities of the key roles of the practice
3.2. Know how to position the practice in the organisational structure
4. How information and technology support and enable the practice
4.1. Explain the tools application
4.2. Know how to apply the recommendations on automation
5. The role of partners and suppliers in the practice
5.1. Explain the dependencies of the practice on third parties
5.2. Explain how partners and suppliers can support the practice
6. How the ITIL® capability model can be used to develop the practice
6.1. Explain how capability criteria support the practice capability development
7. The recommendations for the practice success
7.1. Understand the recommendations for the service desk practice success and how they are supported by the ITIL® guiding principles
Our ITIL® 4 Practitioner: Service Desk online training course is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams. Job roles this course are applicable to are:
Our ITIL® 4 Practitioner: Service Desk online training course includes the following:
Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.
The following are the prerequisites for our ITIL® 4 Practitioner: Service Desk training course:
It might be useful to revise your ITIL® 4 Foundation level materials again to reinforce your existing level of knowledge of ITIL® 4.
ITIL® 4 Practitioner: Service Desk Examination:
The ITIL® 4 Practitioner: Service Desk examination will comprise of:
Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.
Your Identification Document (ID):
On the day of your exam, your Proctor will verify your ID. You are responsible for ensuring the ID used to register and take your exam is valid and acceptable. On your exam day, if you do not present valid and acceptable ID, or the First/Middle Name(s) and Last Name of your ID do not exactly match the name you used to register for your exam, you will not be allowed to test and will not be entitled to a refund. You will, however, be able to re-book your exam following the standard exam booking process. Your ID must:
Please Note: Electronic IDs will not be accepted.
From 01 January 2023: All PeopleCert certifications will need to be renewed after three years. You can do this by retaking the examination before the renewal date, collecting professional development points via MyAXELOS or taking further certifications before the renewal date. If you make the decision to not renew your certification, you will not be removed from the Successful Candidate Register (SCR). You will remain on the Successful Candidate Register (SCR), however it will be flagged that your certification is not up to date.
To achieve the ITIL® 4 Practice Manager designation, you will need to have completed five individual practices plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module, or you will need to have completed the three-day bundled or combined module plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module.
A management practice is defined as a set of organisational resources designed for performing work or accomplishing an objective. There are 34 ITIL® management practices in total, representing some of the most practical resources of the framework.
The practices will also be enriched with additional guidance on the capability model based on the ITIL® 4 maturity model.
Our online training courses come with 180 days access and there is the option to extend your access for an additional charge.
You can keep track of your own progression throughout your online training course and ensure continuous improvement.
Our Training Experts are always on hand to help you with any questions which may arise on your learning journey.
Our online training courses be viewed on your mobile device or iPad; with internet access, you can learn on the go or on your lunch break.
IT Service Management (ITSM) refers to the activities involved in implementing, managing, and delivering the lifecycle of IT services. ITSM is used to make sure the right mix of people, processes, and technology is in place to provide business value. IT Service Management doesn't just help with solving day-to-day issues. It can increase value and cost efficiency and reduce the impact of incidents on the business. IT Service Management is the art of making businesses run.
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