ITIL 4 Practitioner: Service Desk
A one-day practitioner workshop on the service desk practice: how a service provider establishes effective communication channels with its users, captures and triages their queries, and integrates those communications into the value streams that resolve them. The day is built as exam preparation, so every part closes with questions in the style of the PeopleCert Practitioner paper.
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The day
Two 30-minute breaks. Timings are a guide and flex with the group.
What the day covers
Each part below maps to a section of the ITIL 4 Service Desk Official Practice Guide and closes with a practice quiz.
Purpose, scope and key terms
Practice success factors and key metrics
Value streams and processes
Organizations and people
Technology, partners and capability
Guiding principles and exam preparation
Source material: ITIL 4 Service Desk Official Practice Guide. Terminology throughout follows ITIL 4 — practices, processes and practice success factors — not earlier editions.
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