{"product_id":"itil®-4-practitioner-service-desk-training","title":"ITIL® 4 Practitioner: Service Desk Training","description":"\u003cdiv\u003e\n\u003cp\u003eThe purpose of the \u003cstrong\u003eITIL Service Desk\u003c\/strong\u003e 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.\u003c\/p\u003e\r\n\u003cp\u003eThis course is part of the ITIL Practice Manager Certification course series.\u003c\/p\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch3\u003eITIL® 4 Practitioner: Service Desk Training Benefits\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eIn this certification training, you will learn how to:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eDescribe and carry out the service desk practice.\u003c\/li\u003e\n\u003cli\u003eDefine practice success factors.\u003c\/li\u003e\n\u003cli\u003eProvision software tools.\u003c\/li\u003e\n\u003cli\u003eImplement automation for service success.\u003c\/li\u003e\n\u003cli\u003eConsult and advise on service partners and suppliers.\u003c\/li\u003e\n\u003cli\u003eInvolve service desk practices in all value streams where the service provider communicates with users.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eTraining Prerequisites\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eAttendees must hold an active \u003cspan title=\"ITIL® 4 Foundation Training | Learning Tree\" rel=\"follow\"\u003eITIL 4 Foundation certification\u003c\/span\u003e.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eCertification Information\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eTo earn this certification, you must:\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eSit for the ITIL Service Desk exam via PeopleCert®’s online proctoring service.\u003c\/li\u003e\n\u003cli\u003eScore of 16\/20\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003eThis course qualifies for \u003cspan title=\"PeopleCert’s Continuing Professional Development Program | Learning Tree\" rel=\"follow\"\u003ePeopleCert ITIL 4 Continuing Education credits\u003c\/span\u003e.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\u003ch3\u003eITIL Service Desk Training Outline\u003c\/h3\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 1: Introduction to ITIL Service Desk Practice\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstanding the purpose and description of the ITIL Service Desk Practice\u003c\/li\u003e\n\u003cli\u003eFamiliarizing yourself with the common terms and concepts\u003c\/li\u003e\n\u003cli\u003eLearning the scope of the service desk practice area\u003c\/li\u003e\n\u003cli\u003eExplain practice success factors\u003c\/li\u003e\n\u003cli\u003eKey Metrics\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 2: Value Streams and Processes\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eProcesses to fulfill the purpose of the practice\u003c\/li\u003e\n\u003cli\u003eValue Stream Contribution\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 3: Organizations and People\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eRoles, competencies and responsibilities\u003c\/li\u003e\n\u003cli\u003eOrganizational structure and teams\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 4: Information and Technology\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eInformation exchange\u003c\/li\u003e\n\u003cli\u003eAutomation and tooling\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 5: Partners and Suppliers\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003ePerforming service desk activities\u003c\/li\u003e\n\u003cli\u003eProvisioning of software tools\u003c\/li\u003e\n\u003cli\u003eConsulting and advisory\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eModule 6: Capability Assessment and Development\u003c\/h4\u003e\n\u003cul\u003e\n\u003cli\u003eThe practice capability levels\u003c\/li\u003e\n\u003cli\u003eCapability self-assessment\u003c\/li\u003e\n\u003cli\u003eService desk capability development\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\u003ch4\u003eModule 7: Recommendations for Practice Success\u003c\/h4\u003e\u003c\/div\u003e","brand":"Learning Tree","offers":[{"title":"268B82US \/ 2026-08-18T09:00:00 \/ Online","offer_id":47534220738779,"sku":"US-5340-IL","price":716.0,"currency_code":"USD","in_stock":true},{"title":"26BB10US \/ 2026-11-16T09:00:00 \/ Online","offer_id":48216555258075,"sku":"US-5340-IL","price":716.0,"currency_code":"USD","in_stock":true},{"title":"275B05US \/ 2027-05-17T09:00:00 \/ 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