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ITIL® 4 Practitioner: Service Desk Training Course
What is ITIL® 4 Practitioner: Service Desk Training Course?
The ITIL® 4 Practitioner: Service Desk Training Course is designed to provide Learners with a comprehensive understanding of ITIL® 4 practices for service desk management. This course focuses on enhancing customer interactions, streamlining service requests, and improving incident resolution processes, aligning with ITIL® 4’s service value system.
Learners will explore strategies for improving service desk performance, managing customer expectations, and leveraging modern tools and automation to handle requests efficiently. The training also prepares learners for the ITIL® 4 Practitioner: Service Desk certification exam, ensuring they can deliver exceptional service desk operations.
This comprehensive 1-day ITIL® 4 Practitioner: Service Desk Training Course by Oakwood International empowers IT professionals to enhance service desk performance and deliver outstanding user experiences.
Course Objectives
To understand ITIL® 4 principles for effective service desk management
To learn how to handle service requests and incidents with professionalism and efficiency
To develop skills for managing and exceeding customer expectations
To leverage tools and automation to enhance service desk operations
To improve communication and collaboration within IT teams
To integrate service desk practices with other ITSM processes
To prepare for the ITIL® 4 Practitioner: Service Desk certification exam
Upon completion, Learners will have the knowledge and skills to optimise service desk operations, improve customer satisfaction, and support organisational goals.
Course Outline
ITIL® 4 Practitioner: Service Desk Training Course
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?
Included
Included
- No course includes are available.
Offered In This Course:
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Video Content
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eLearning Materials
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Study Resources
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Completion Certificate
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Tutor Support
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Interactive Quizzes
Individual Training
Individual Training fosters personal growth, enhances professional skills, and builds confidence.
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Corporate Training
Corporate Training improves employee skills, increases productivity, and aligns teams with company objectives.
Learning Options
Discover a range of flexible learning options designed to meet your needs. Select the format that best supports your personal growth and goals.
Online Instructor-Led Training
- Live virtual classes led by experienced trainers, offering real-time interaction and guidance for optimal learning outcomes.
Online Self-Paced Training
- Flexible learning at your own pace, with access to comprehensive course materials and resources available anytime, anywhere.
ITIL® 4 Practitioner: Service Desk Training Course Related Courses
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Frequently Asked Questions
Q. What topics are covered in the ITIL® 4 Practitioner: Service Desk Training Course?
The course covers service desk practices, incident and request management, customer satisfaction, automation, and certification preparation.
Q. How can this training benefit my career?
This training enhances your expertise in service desk management, preparing you for roles focused on customer support, incident handling, and IT service delivery excellence.
Q. Is ITIL® 4 applicable globally?
Yes, ITIL® 4 is a globally recognised framework for IT service management, widely adopted across industries to improve IT operations.
Q. What support is provided during the training?
Learners receive comprehensive study materials, practical exercises, and expert instructor guidance to ensure effective learning and certification readiness.
Q. Is this course suitable for beginners?
No, this course is designed for professionals with foundational ITIL® knowledge or experience in IT service management, particularly those familiar with ITIL® 4 principles.
