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ITIL® 4 Practitioner: Service Desk Training Overview
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
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.
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
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Practitioner: Service Desk Training. 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.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's ITIL® 4 Practitioner: Service Desk Training, 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.
Unlock your potential with The Knowledge Academy's ITIL® 4 Practitioner: Service Desk Training, 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® 4 Practitioner: Service Desk Training. 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® 4 Practitioner: Service Desk Training sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite ITIL® 4 Practitioner: Service Desk Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our ITIL® 4 Practitioner: Service Desk Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
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® 4 Practitioner: Service Desk Training 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 duration of this course spans across 1 day.
The Knowledge Academy in Honduras 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 Honduras starts from $1895
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Service Desk Training.
Please see our ITIL® Certification Training courses available in Honduras
Why choose us
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.
Trusted & Approved
Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"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
ITIL® 4 Practitioner: Service Desk Training in Honduras
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