SPECIAL OFFER: ITIL® 4 Specialist: Monitor, Support & Fulfil (MSF) | 29 - 31 May 2024 | Live Virtual Class With Trainer | NOW £1395 + VAT (£100 OFF RRP) Learn more

Please Note: You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates

By the end of this masterclass, participants will have gained a comprehensive understanding of the critical role and functionalities of the IT Service Desk within an organisation. They will be primed to implement, manage, and optimise a Service Desk that delivers exceptional user support, fosters efficient incident resolution, and serves as a central communication hub for IT-related matters.

If you haven't reviewed how your Service Desk operates recently or are looking to do more with less, then our IT Service Desk Masterclass is for you.

Our IT Service Desk Masterclass will cover the following topics:

  • The role of the Service Desk in the Service Lifecycle
  • Selling the benefits of having a Service Desk
  • Self Service best practice and challenges
  • The underpinning Service Desk processes of Incident Management and Request Fulfilment
  • Process interfaces and dependencies
  • Service Desk structures
  • Roles and responsibilities
  • The communication role
  • The coordination role
  • Specific skill-sets
  • Managing service levels
  • The role of third parties
  • Escalation procedures
  • Major Incident Management
  • Correctly sizing the Service Desk
  • Satisfaction surveys
  • Handling disputes
  • The technology
  • Measuring performance, Metrics and KPIs
  • Reporting and dashboards
  • Ongoing continual service improvement
  • Current and future challenges

Our IT Service Desk Masterclass is suitable for Service Desk Managers, Supervisors and Service Desk Analysts.

Our IT Service Desk Masterclass includes digital course manuals and hand-outs.

There are no formal entry-level requirements for our IT Service Desk Masterclass.

There is no recommended reading associated with our IT Service Desk Masterclass.

There is no formal examination or certificate associated with our IT Service Desk Masterclass.

No Exam
A Certificate Of Attendance will be sent to you via email after you have completed the training course

Our three-day ITIL® 4 Foundation training course is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional (MP) and ITIL® 4 Strategic Leader (SL) training courses.

Our ITIL® 4 Foundation training course is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organisation embrace the new service management culture.

Our IT Service Desk Masterclass will be flexible for different levels of expertise, from novice practitioners up to experienced specialists.

IT Service Desk Masterclass FAQS

Our IT Service Desk Masterclass training course is delivered over one day.


IT Service Desk Masterclass Course Dates

There are currently no course dates that match your selected filter options. Please try another filter or contact one of our dedicated account managers on +44(0)1539 736 828 to discuss your requirements. Thanks.

Why Choose Us?

We Are Here To Help You Pass

All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.

We Are Flexible

We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.

We Are The Specialists

We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.

We Are Professionals

Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager