ITIL 4 Practitioner: Service Desk

Learn how to improve user and customer experience, as well as the overall success of your service relationships.

Industry-recognised
certification

Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.

Employers'
first choice

Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.

New career
opportunities

Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.

At a glance

What will you learn?

Service Desk key concepts

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: Development

IT Specialist: Changes

IT Manager: Operations

IT Service Manager

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Trusted by companies worldwide

eLearning

Discover our ITIL 4 Practitioner: Service Desk

Interactive

Self-paced

Device-friendly

2-3 hours content

Mobile-optimised

Practical exercises

Summary

Bite-sized learning modules

Make the best of our eLearning option through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.

Interactive & engaging content

Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.

Self-directed learning

Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.

Learn at your own speed

Take advantage of closed captioning and adjustable player settings to pace yourself and enjoy an effective learning experience.

Progress tracking

Stay on top of your learning with real-time progress tracking. Knowledge checks help deepen your understanding and ensure that you grasp the material as you progress.

Structured learning objectives

Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.

Canvas integration

Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience

Embedded ITIL 4 glossary

Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.

Learning Resource Kit

Expertly crafted content

Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and directly aligned with requirements.

Up-to-date and reliable

Rest assured, all your study materials are always current and in sync with the official exams.

Accessible learning

The materials are easily accessible through our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.

Diverse learning resources

Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences, including workbooks for in-depth study and Quick Reference Guide.

Exam

20 questions

Multiple choice

30 minutes

Closed book

Minimum required score to pass: (65%)

The exam is available in:

Chinese

English

French

German

Italian

Japanese

Polish

Portuguese (Brazilian)

Spanish

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.

Interactive eLearning

Immerse yourself in our exciting interactive course and learn through quizzes and tests. Track your progress, stay engaged and ensure that every step of your learning journey is both enjoyable and effective.

Exam retake

Take your exams stress-free, knowing that you'll get a second chance at the exam if you don't get a satisfactory result on your first try.

Learning Resource Kit

Learn with the Official ITIL 4 Practitioner: Service Desk Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.

Official Mock Exam

Closely aligned with the official certification exam, these practice tests are an invaluable tool to boost your confidence. Mock exams replicate the actual test environment, provide a realistic and engaging experience and increase your prospects of success in the real exam.

Keep your certification current

Stay up to date with PeopleCert Membership

Becoming a PeopleCert Plus member is the simplest way to keep your certification(s) current. Remain certified by logging Continuous Professional Development points for everyday professional activities, stay up to date on industry trends, sharpen your skills, and set yourself apart on the job market.

Make the most of our complete product suites

You also have the option to keep your certifications current by enrolling in a different course from the same Product Suite and successfully completing the given exam before your renewal date. Dive into our wealth of resources, including insights into emerging trends and best practices, to build expertise and stay ahead.