ITIL® 4 Practitioner: Service Desk

• Fundamental Concepts of the Practice
• Success Factors of the Practice
• Processes within the Practice
• Essential Roles and Competencies in the Practice
• The Impact of Technology and Automation on the Practice
• The Contribution of Partners and Suppliers to the Practice
• The ITIL Capability Model

• Good e-Learning stands out as an award-winning provider of online training and has been independently certified as a ‘Market Leader’ for ITIL training by Course Conductor 
• The ITIL Practice Manager syllabus provides a modern and comprehensive perspective on IT service management, making ITIL qualifications highly sought after by employers in the IT sector 
• The course has been developed with insights from leading experts, including authors of various ITIL 4 publications
• Students of Good e-Learning benefit from free exam vouchers, covering the costs of the exam (terms and conditions apply).
• This ITIL® 4 Practitioner: Service Desk course is accredited by PeopleCert.

Module 0: Welcome to ITIL 4 Service Desk Practice

This introductory module sets the stage for the course, outlining its main features, learning plan, aims, objectives, and overall structure. Participants will receive a syllabus, diagram and tables pack, a further reading and links document, and access to essential framework publications. The module also addresses frequently asked questions about ITIL 4 Service Desk Practice, providing a comprehensive foundation for the upcoming modules. 

Module 1: Key concepts

This module dives into the fundamental concepts and terminology of the Service Desk practice. It discusses the purpose of the Service Desk, the practice success factors (PSFs), and the key metrics that measure the effectiveness of Service Desk operations.   

Module 2: Value streams and processes

This module explores the core Service Desk processes, including user query handling, communicating with users, and Service Desk optimisation. It details the necessary inputs, activities, and outputs of these processes and demonstrates how they integrate into the organisation’s value streams.  

Module 3: Enabling the practice

This module focuses on the operational aspects of the Service Desk, detailing the roles and responsibilities of the teams involved. It explains how to structure the Service Desk within an organisation and discusses common organisational approaches for a dedicated user communication team. The session also covers automation and tooling recommendations for enhancing Service Desk efficiency. Furthermore, it examines the impact of partners and suppliers on the Service Desk and how their support can be optimised. The module concludes with strategies for developing the Service Desk capability based on ITIL guiding principles. 

Module 4: The practice exams

This module provides two practice exams designed by PeopleCert to prepare participants for the certification test. These practice exams are crucial for assessing knowledge, understanding exam format, and ensuring readiness for the official certification. 

Module 5: ITIL 4 Service Desk Practice wrap-up

The final module provides participants with necessary information on how to book the certification exam and introduces additional courses that may be of interest. This brief session is aimed at ensuring participants are well-prepared for further certifications and have the resources needed to pursue continuous learning.

This course is structured to ensure students are well-prepared to pass the ITIL 4 Practitioner: Incident Management examination successfully.

Included in the course is a complimentary exam voucher.

Before scheduling your exam, it's crucial to verify that your device meets the necessary technical specifications. For detailed instructions and additional information, please consult the PeopleCert website.

Exam voucher requests are generally processed within two working days, although it may take up to five days. Ensure to request your exam voucher during the course access period, which begins on the date of purchase. For more details, refer to the GEL Support & FAQs page.

ITIL 4 Practitioner: Service Desk Exam

• Format: Multiple-choice

• Number of Questions: 20

• Duration: 30 minutes (extended to 37.5 minutes in countries where English is a second language)

• Exam Conditions: Closed book, only materials provided during the exam may be used.

• Passing Mark: 65%

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for 'Information Technology Infrastructure Library.' However, as the framework has evolved with frequent updates, it is no longer considered a static 'library.' Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.

What does the ITIL certification path look like?

The ITIL certification journey begins with the 'ITIL Foundation'. After achieving this, individuals can advance through 'Practice Manager,' 'Managing Professional,' or 'Strategic Leader' streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional's earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organisations optimise IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.