Course information

ITIL® 4 Practitioner: Service Desk Training Course Outline

Module 1: Introduction to Service Desk

  • Service Desk
  • Service Desk Resources in the Four Dimensions
  • Service Desk Practice vs Team
  • Benefits of the Service Desk Practice
  • Service Desk Provides a Point of Communication
  • Service Empathy
  • Practice Success Factors
  • Service Desk Practice Success Factors
  • Enabling and Improving Communications
  • Challenges of User-to-Agent Communications
  • Challenges of the User-to-Technology Communications
  • Multichannel vs Omnichannel
  • Going Omnichannel
  • Enabling the Effective Integration of User Communications into Value Streams
  • The Key PSF Metrics

Module 2: Value Streams and Processes

  • Practices, Processes, and Service Value Streams
  • The Service Desk Processes
  • User Query Handling
  • User Query Handling Inputs and Outputs
  • Acknowledge and Record the User Query
  • Validate the User Query
  • Triage the User Query and Initiate the Appropriate Activities
  • Communicating to Users
  • Communicating to Users Inputs and Outputs
  • Identifying and Confirming the Target Audience
  • Identifying and Confirming Communication Channels
  • Information Packaging
  • Information Sending
  • Gathering and Processing Receipt Confirmations and Feedback
  • Service Desk Optimisation
  • Service Desk Optimisation Inputs and Outputs
  • Service Desk Review
  • Service Desk Improvement Initiation
  • Service Desk Improvement Communication
  • Service Desk in the Service Value Streams
  • Service Desk Practice in Service Value Streams
  • Analysing a Service Value Stream
  • Analysing Service Desk in a Service Value Stream

Module 3: Organisations and People

  • The Competency Model
  • Service Desk Manager
  • Service Desk Agent
  • Activity: Service Desk Roles
    • Service Desk Organisation
    • Local Service Desk
    • Distributed Service Desk
    • Hybrid Service Desk
    • Virtual Service Desk
    • Service Desk Sizing

Module 4: Information and Technology

  • Information Needed for Effective Service Desk Practice
  • Automation Tools
  • Automation Solutions for Service Desk
  • Activity: Service Desk Automation
    • Recommendations for Automating Service Desk

Module 5: Partners and Suppliers

  • Third Parties Performing Service Desk Activities
  • Provision of Software Tools and Consulting

Module 6: Service Desk Capability Development

  • ITIL Maturity Model: Capability and Maturity
  • ITIL Maturity Model
  • Capability Levels
  • Design of the Capability Criteria
  • Assessing the Service Desk Practice: Capability Criteria
  • Self-assessment of the Practice Capability
  • Developing a Capability
  • Using the ITIL Practice Guide to Develop the Practice
  • ITIL Guiding Principles
  • Recommendations for the Success of the Service Desk Practice

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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.

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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

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Our Glasgow venue

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Full IT support

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

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Glasgow is the largest city in Scotland and is the third largest city in the UK. The population of Glasgow is around 600,000 inhabitants. Glasgow is now considered the largest seaport in Britain. Glasgow is well known for its higher education facilities and has four universities within 10 miles of the city centre. The four main universities in Glasgow are the University of Glasgow, University of Strathclyde, Glasgow Caledonian University and University of the West of Scotland. There are also a few colleges and higher education facilities in Glasgow such as; the City of Glasgow College, Glasgow Clyde College and Glasgow Kelvin College.

The Higher education facilities include Jordanhill Teacher Training College, Royal Conservatoire of Scotland and Glasgow School of Art. The University of Glasgow is the fourth oldest University in the UK. It was founded in 1451. Glasgow originally only educated wealthy students but has however become a pioneer in higher education. Glasgow offered studies to the wealthy in Law, Medicine, Civil Servicing, Teaching and Church Studies. The University of Glasgow currently offers degrees in Arts, Humanities, Modern Languages, Sciences, Medicine, Veterinary Medicine, Engineering and Social Sciences. The University of Glasgow had some notable alumni such as Lady Hazel Cosgrove who became the first woman to be appointed as a permanent seat as a judge in the Court of Session. The University of Strathclyde is another major university in Glasgow. It was established in 1796 and is the third largest university in Scotland with around 20,000 students in attendance. The University offers various degrees in areas such as Engineering, Architecture, Chemistry, Mathematics, Physics, Education, Law, Psychology and Economics.

The University of Strathclyde also has many notable alumni and academics such as Jim McColl who is the richest man in Scotland, Henry Faulds who founded fingerprint identification and John Logie Baird who invented the world’s first working television. The Glasgow Caledonian University is another university located in Glasgow. It has roots tracing back to 1875 but was formally established in 1993. Glasgow Caledonian has around 18,000 students in attendance and is one of Scotland’s Largest Universities. Glasgow Caledonian is ranked among the UK’s top 10 universities. Glasgow Caledonian has many notable alumni, such as Gordon Brown and Neil Buchanan. 

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T: 01344203999

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 Glasgow. 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 Glasgow, 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.

Experience the most sought-after learning style with The Knowledge Academy's ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Glasgow. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Glasgow sessions.

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ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Glasgow 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 Glasgow 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 Glasgow starts from £1495
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Service Desk Training.
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"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"

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