Course information

ITIL® 4 Practitioner: Service Desk Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • Practice Success Factors (PSF)
  • Key Metrics of the Practice
  • Key Terms/Concepts
    • Communication Channels Characteristics
    • Omnichannel Communications
    • Service Empathy
    • Moment of Truth

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organisation’s Value Streams?

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

  • Tools Application
  • How to Apply the Recommendations on Automation?

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers can Support the Practice?

Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice?

  • How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Recommendations for the Service Desk Practice Success
  • How they are Supported by the ITIL® Guiding Principles?

Show moredowndown

Who should attend this ITIL® 4 Practitioner: Service Desk Training Course?

The ITIL® 4 Practitioner: Service Desk Training Course is tailored for IT specialists overseeing the regular functioning of a service desk. The course might also benefit IT professionals who are not directly involved with the service desk tasks but need a good understanding of how it works. A few of the professionals who will benefit the most from this ITIL Certification Course are:

  • Service Desk Analysts
  • Service Desk Managers
  • Application Support Engineers
  • Service Desk Engineers
  • Network Engineers
  • Service Desk Operators
  • Service Desk Technicians
  • IT Support Managers

Prerequisites of the ITIL® 4 Practitioner: Service Desk Training Course

To undertake the ITIL® 4 Practitioner: Service Desk Training Course, participants should have a basic understanding of ITIL® 4 principles and preferably have completed the ITIL® 4 Foundation certification.

ITIL® 4 Practitioner: Service Desk Training Course Overview

ITIL® 4 helps in maximising digital technology to embrace digital transformation, drive corporate strategy, and co-create value with customers. The goal of the course is to capture demand for incident resolution and service requests. ITIL® 4 increases the organisation's and ITSM's adaptability to sudden changes.

The ITIL® 4 Practitioner: Service Desk Training Course provides a comprehensive understanding of service desk principles within the broader ITIL framework. Mastery of ITIL® 4 Practitioner is crucial for IT professionals seeking to enhance service desk operations. This ITIL Course is particularly relevant for Service Desk Managers, Support Analysts, and IT professionals aiming to streamline service delivery and improve customer satisfaction.

This 1-day ITIL Certification Course, by The Knowledge Academy is designed to enlighten managers on how to manage service desks productively if they comprehend the rationale behind the practice, important terminologies, and the function of communication channels. Delegates will learn about the organisation's overall capacity and efficiency, which will be improved by learning how to use the ITIL® Capacity Model for practice development.

Course Objectives

  • To comprehend the core purpose of service desk practices
  • To identify key role responsibilities within the practice
  • To recognise how to structure the practice organisationally
  • To apply tools and technology for practice enablement
  • To manage relationships with partners and suppliers efficiently
  • To use the ITIL® Capability Model for practice development

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage service requests within their IT service environment. They will be better prepared to streamline service delivery processes, enhance customer satisfaction, and optimise resource utilisation, ultimately contributing to improved business performance and success.

Show moredowndown

What’s included in the ITIL® 4 Practitioner: Service Desk Training Course?

  • ITIL® 4 Practitioner: Service Desk Training Examination      
  • World-class training sessions from Experienced Instructors      
  • ITIL® 4 Practitioner: Service Desk Training Certificate       
  • Digital Delegate Pack

TIL® 4 Practitioner: Service Desk Exam Information

The ITIL® 4 Practitioner: Service Desk Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service desk operations. This certification focuses on effectively managing and delivering quality support services to users and customers. The exam format is as follows: 

  • Type of Questions: Multiple Choice 
  • Total Questions: 20 
  • Number of marks: 20 Marks 
  • Pass mark: 65%, or 13/20 Marks 
  • Duration: 30 Minutes 
  • Open Book/Closed Book: Closed book

Why choose us

Our Saskatoon venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Saskatoon, a city in the Canadian province of Saskatchewan, has an average population of roughly 222,190 spread across 65.9 square miles of land.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Saskatoon, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin). 

Show moredown

Address

Saskatoon
Saskatchewan
S7K 2B1

T: +1 6474932992

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Saskatoon. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Saskatoon, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

tailored_learning_experience

Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

budget

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

team_building

Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

monitor_progress

Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Saskatoon FAQs

This course focuses on enhancing service desk practices and skills within the ITIL framework, aiming to improve overall service delivery and customer satisfaction.
This course enhances service desk operations through ITIL® 4 principles, improving customer satisfaction, efficiency, and aligning service delivery with business goals.
ITIL® 4 is important as it provides a modern framework for IT Service Management, aligning with current business practices, and focuses on collaboration, flexibility, and continuous improvement to enhance organisational efficiency and customer satisfaction.
This course targets professionals seeking to enhance their skills in service desk management within the ITIL® 4 framework.
Fulfil prerequisites, attend accredited training, pass the exam, and gain practical experience in service desk operations to become ITIL® 4 Practitioner: Service Desk certified.
For this ITIL® 4 Practitioner Course, delegates typically need a foundational understanding of ITIL® concepts and may be required to hold an ITIL® 4 Foundation Certification or its equivalent prior to registration.
The ITIL® 4 Practitioner: Service Desk Certification is ideal for IT professionals and service desk personnel seeking to enhance their skills in delivering effective IT services and improving customer satisfaction through practical application of ITIL® 4 principles and practices.
In this course, you will learn advanced service desk practices and techniques to enhance your IT Service Management skills, focusing on implementing and improving ITIL concepts to effectively manage service desk operations and customer satisfaction.
Upon completion, individuals can pursue ITIL® 4 Specialist or ITIL® 4 Strategist certifications for advanced knowledge and career progression.
The Knowledge Academy in Saskatoon is a leading training provider which offers multiple courses, comprehensive course content, experienced instructors, flexible learning options, and industry recognition, making it a reliable choice for attending this course.
The training fees for ITIL® 4 Practitioner: Service Desk Trainingin Saskatoon starts from CAD2595
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Service Desk Training.
Show more down

Why choose us

icon

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

icon

Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

icon

Many delivery methods

Flexible delivery methods are available depending on your learning style.

icon

High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

santander logo
bmw Logo
Google Logo
backBack to course information

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +1 6474932992 and speak to our training experts, we should be able to help you with your requirements.

cross

BIGGEST
BLACK FRIDAY SALE!

red-starWHO WILL BE FUNDING THE COURSE?

close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.