CA flag CA
888-843-8733
888-843-8733

ITIL 4 Practitioner: Service Desk

Course 5340

  • Duration: 1 day
  • Exam Voucher: Yes
  • Language: English
  • 7 PMI PDUs
  • Level: Intermediate

The purpose of the ITIL Service Desk practice is to capture demand for incident resolution and service requests. It is typically the entry point and single point of contact for the service provider for all users. In this course, the service desk practice includes all four dimensions of service management, including organizations and people, information and technology, value streams and processes, and partners and suppliers.

ITIL Service Desk Delivery Methods

  • In-Person

  • Online

ITIL Service Desk Information

In this certification training, you will learn how to:

  • Describe and carry out the service desk practice.
  • Define practice success factors.
  • Provision software tools.
  • Implement automation for service success.
  • Consult and advise on service partners and suppliers.
  • Involve service desk practices in all value streams where the service provider communicates with users.

Training Prerequisites

Attendees must hold an active ITIL 4 Foundation certification.

Certification Information

To earn this certification, you must:

  • Sit for the ITIL Service Desk exam via PeopleCert®’s online proctoring service.
  • Score of 16/20

This course qualifies for PeopleCert ITIL 4 Continuing Education credits.

ITIL Service Desk Training Outline

  • Understanding the purpose and description of the ITIL Service Desk Practice
  • Familiarizing yourself with the common terms and concepts
  • Learning the scope of the service desk practice area
  • Explain practice success factors
  • Key Metrics
  • Processes to fulfill the purpose of the practice
  • Value Stream Contribution
  • Roles, competencies and responsibilities
  • Organizational structure and teams
  • Information exchange
  • Automation and tooling
  • Performing service desk activities
  • Provisioning of software tools
  • Consulting and advisory
  • The practice capability levels
  • Capability self-assessment
  • Service desk capability development
Get This Course $1,011 GOV $1,011 For Team Prices Call: 888-843-8733

  • 1-day Instructor-Led Training

  • Official PeopleCert Training

  • Exam Voucher Included

  • Take2 exam re-sit included (eligible on public events)

  • After-course instructor coaching benefit included

Get the Advantage $4,895
  • Take this course and gain unlimited access to more than 300 virtual instructor-led courses
  • Future-proof your career with more than 100 sought-after certifications in the market
  • Build real skills through hands-on learning in more than 180 virtual labs
  • Grow your skills and capabilities with more than one course at a time and save
Thank you for choosing subscriptions!
#5340
  • May 21 9:00 AM - 4:30 PM EDT
    Virtual
  • Jun 17 9:00 AM - 4:30 PM EDT
    Virtual
  • Jul 15 9:00 AM - 4:30 PM EDT
    Virtual
  • Aug 12 9:00 AM - 4:30 PM EDT
    Virtual
  • Sep 9 9:00 AM - 4:30 PM EDT
    Virtual
  • Oct 7 9:00 AM - 4:30 PM EDT
    Virtual
  • Nov 4 9:00 AM - 4:30 PM EST
    Virtual
  • Dec 2 9:00 AM - 4:30 PM EST
    Virtual
  • Jan 6 9:00 AM - 4:30 PM EST
    Virtual
  • Jan 27 9:00 AM - 4:30 PM EST
    Virtual
  • Feb 24 9:00 AM - 4:30 PM EST
    Virtual
  • Mar 24 9:00 AM - 4:30 PM EDT
    Virtual

Scroll to view additional course dates

  • 1-day Instructor-Led Training

  • Official PeopleCert Training

  • Exam Voucher Included

  • Take2 exam re-sit included (eligible on public events)

  • After-course instructor coaching benefit included

Get the Advantage $4,895
  • Take this course and gain unlimited access to more than 300 virtual instructor-led courses
  • Future-proof your career with more than 100 sought-after certifications in the market
  • Build real skills through hands-on learning in more than 180 virtual labs
  • Grow your skills and capabilities with more than one course at a time and save
Thank you for choosing subscriptions!
#5340
  • May 21 9:00 AM - 4:30 PM EDT
    Virtual
  • Jun 17 9:00 AM - 4:30 PM EDT
    Virtual
  • Jul 15 9:00 AM - 4:30 PM EDT
    Virtual
  • Aug 12 9:00 AM - 4:30 PM EDT
    Virtual
  • Sep 9 9:00 AM - 4:30 PM EDT
    Virtual
  • Oct 7 9:00 AM - 4:30 PM EDT
    Virtual
  • Nov 4 9:00 AM - 4:30 PM EST
    Virtual
  • Dec 2 9:00 AM - 4:30 PM EST
    Virtual
  • Jan 6 9:00 AM - 4:30 PM EST
    Virtual
  • Jan 27 9:00 AM - 4:30 PM EST
    Virtual
  • Feb 24 9:00 AM - 4:30 PM EST
    Virtual
  • Mar 24 9:00 AM - 4:30 PM EDT
    Virtual

Scroll to view additional course dates

  • Bring this or any training to your organization

  • Full-scale program development

  • Delivered when, where, and how you want it

  • Blended learning models

  • Tailored content

  • Expert team coaching

Get the Advantage $4,895
  • Take this course and gain unlimited access to more than 300 virtual instructor-led courses
  • Future-proof your career with more than 100 sought-after certifications in the market
  • Build real skills through hands-on learning in more than 180 virtual labs
  • Grow your skills and capabilities with more than one course at a time and save
Thank you for choosing subscriptions!
#5340
Questions about this course?
* Required Fields
Customize Your Team Training Experience

Fill out the form below or call 888-843-8733

* Required Fields
Preferred method of contact:

Need Help Finding The Right Training Solution?

Our training advisors are here for you.

Contact Us

ITIL Service Desk FAQs

Anyone who is certified in ITIL 4 Foundation and who desires to learn more about the service desk practice.

Yes, it will not only recertify any expiring certification, but you will also gain additional certification in the Service Desk practice. 

Yes, additional certifications will be available in Problem Management, Monitoring and Event Management, Incident Management and Service Request Management

You will be provided with an exam voucher for the exam and a link to register and schedule your online exam sessions with the PeopleCert web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

For publicly scheduled course events, Learning Tree will set up the Take2 option for all attendees when we order your exam voucher. If you aren’t successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake.

Though exam vouchers can cost hundreds, there is no additional cost to you to sign up for the Take2 re-sit program. Take2 is an additional complimentary benefit offered to you by Learning Tree.

Yes, you must re-sit the exam within six months of your initial exam.

Certification candidates and existing credential holders are responsible for reporting all Continuing Certification Requirements Program (CCR) activities to PMI (Project Management Institute). To report the completion of a Learning Tree course, you can use the Online PDU (Professional Development Units) Resources System.

  • Go to the PMI Continuing Certification Requirements System https://ccrs.pmi.org/
  • Log in with your username and password
  • Locate the claim code associated with your course in the table in this document
  • Click on “Report PDU for this activity”
  • Fill in the date started and date completed
  • Click on the box agreeing that this claim is accurate and then submit

PDU Information for This Course:

  • Total PDUs: 7
  • Ways of Working PDUs: 2
  • Power Skills PDUs: 1
  • Business Acumen PDUs: 4
  • PMI Claim Code: 11542QL24E

Related Courses

  • PeopleCert®
    ITIL® 4 Foundation Training

    This ITIL® 4 Foundation Training course is designed to improve service management & prepares you to pass the ITIL 4 Foundation Certification exam.

    Foundation
    3 days
    Online or In-class
    Bundle
    Starts from $2,030
  • PeopleCert®
    ITIL® 4 Strategist: Direct, Plan, and Improve Training

    Learn the skills to create a learning & improving IT organization in this ITIL 4 Strategist: Direct, Plan and Improve (DPI) course & prep for the official exam.

    Advanced
    3 days
    Online or In-class
    Starts from $2,745
  • PeopleCert®
    ITIL® 4 Specialist: Drive Stakeholder Value Training

    Learn the tools required to drive user engagement in this ITIL 4 Specialist: Drive Stakeholder Value (DSV) course & prep for the official ITIL exam.

    Advanced
    3 days
    Online or In-class
    Starts from $2,745
  • PeopleCert®
    ITIL® 4 Leader: Digital and IT Strategy Training

    Discover a new perspective to the ITIL 4 guidance to elevate the discussion and prepare for the official ITIL 4 Strategic Leader exam.

    Advanced
    3 days
    Online or In-class
    Starts from $2,745
  • PeopleCert®
    ITIL® 4 Specialist: Create, Deliver, and Support Training

    This ITIL® 4 course focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services.

    Advanced
    3 days
    Online or In-class
    Starts from $2,745
  • PeopleCert®
    ITIL® 4 Specialist: High-Velocity IT Training

    Discover how organizations function in high-velocity environments in this ITIL 4 Specialist: High-Velocity IT (HVIT) course & prep for the official exam.

    Advanced
    3 days
    Online or In-class
    Starts from $2,745
Chat With Us