Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication.
Practice success factors
Learn about practice success factors (PSF) and key practice metrics, which are essential for measuring the effectiveness of the Service Desk and ensuring it meets organisational and user needs.
Practice processes
Explore Service Desk processes, including key activities, and learn how to effectively integrate these processes into your organisation's value stream to enhance service delivery and user satisfaction.
Roles and competencies
Focus on key roles within the Service Desk practice, and see how to position the practice within your organisation. Understand the competencies required for these roles to ensure effective service management.
Information and technology
See how information and technology can support and enable the Service Desk practice to deliver continuous improvements, streamline operations, and enhance the user experience through efficient service delivery.
Partners and suppliers
Explore the role of partners and suppliers in the Service Desk practice, understanding how to collaborate effectively with external entities to enhance service delivery and meet business objectives.
The ITIL Capability model
Discover how the capability criteria support the practice's capability development. Learn how to apply these criteria to develop a robust and efficient Service Desk that aligns with ITIL standards.
Practice success
Learn how to succeed with the Service Desk practice, understanding how it is supported by the ITIL guiding principles, which help ensure best practices are followed to achieve high-quality service management.
What skills will you acquire?
Service operation
Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
Customer service
Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.
Continual improvement
Learn to align organisational practices and services with evolving business needs by continuously improving products, services, and management practices.
Popular among professionals who have advanced to roles such as:
IT Specialist: Operations
IT Manager: Operations
IT Service Manager
Trusted by companies worldwide
ITIL 4 is the world's most used IT Service Management framework, adopted by industry-leading brands around the world. Embrace its principles to unlock new career opportunities.
Exam
40 questions
Multiple choice
90 minutes
Closed book
Minimum required score to pass: (65%)
The exam is available in:
English
Exam Essentials
Official eBook
This guide is a valuable exam preparation resource which will be your go to reference for your work, further studies or professional development.
Learning Resource Kit
Learn with the Official ITIL 4 Practitioner: Service Configuration Management Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.
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Please note that there are no certification prerequisites for the ITIL 4 Specialist: Acquiring & Managing Cloud Services module, making it accessible to anyone interested in gaining critical skills in this area
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Exam results will not be released without proof of completion.
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