Upcoming ITIL® 4 Practitioner: Service Desk Training
| Training | Dates | Times | Duration | Location | |
|---|---|---|---|---|---|
| Live Virtual | 23 November 2024 | 9:30 AM - 5:30 PM | 16 Hours | Any City |
OVERVIEW
The ITIL 4 Practitioner: Service Desk practice module is designed for IT professionals who wish to validate their skills and expertise in this particular practice area. Completion of this module enables individuals to showcase their comprehension and practical application of the concepts discussed in the ITIL 4 Service Desk practice, thereby maximizing the value derived from this practice area at both strategic and operational levels.
COURSE OUTLINE
- Understand the key concepts of the practice.
- Understand the processes of the practice.
- Understand the roles and competences of the practice.
- Understand how information and technology support and enable the practice.
- Understand the role of partners and suppliers in the practice.
- Understand how the ITIL capability model can be used to develop the practice.
- Understand how ITIL guiding principles help to develop the practice.
BENEFIT
- Define the key concepts, principles, value, and challenges of Service Desk
- Capture incident resolution demand and service requests
- Establish and maintain communication channels and interfaces between service providers and users
- Facilitate effective, efficient, and convenient communication between service providers and users
- Apply Service Desk metrics to enhance performance
- Measure, evaluate, and improve the Service Desk practice capability within their organization by utilizing the ITIL Maturity Model.
WHO SHOULD ATTEND
- IT professionals responsible for managing and supporting IT services and service management processes
- Service Desk managers, supervisors, and team leaders
- Service Desk staff and analysts
- Individuals seeking to gain knowledge and skills in Service Desk practices and techniques
- IT professionals seeking ITIL 4 Practitioner certification.
EXAM
ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate
- Exam Duration: 30 Minutes
- Level of Qualification: Practitioner
- Electronic Devices Permitted: No
- Open Book: No
- Exam Format: Multiple Choices
- Exam Pass Mark: 13 out of 20 (65%)
REQUEST FOR CALLBACK
Related COURSES
- MPT - Managing Professional Transition
- CDS - Create, Deliver and Support
- DPI - Direct, Plan and Improve
- DSV - Drive Stakeholder Value
- HVIT - High Velocity IT
- DITS - Digital and IT Strategy
- ITIL® V4 Foundation
- ITIL® 4 Practitioner: Problem Management
- ITIL® 4 Practitioner: Service Request Management
- ITIL® 4 Practitioner: Monitoring and Event Management
- ITIL® 4 Practitioner: Incident Management
- ITIL® 4 Specialist: Monitor, Support and Fulfil
TRAINER
Mr Alkesh Mishra is a PeopleCert, APMG, EXIN and IGC accredited Trainer with over 23 years of experience in IT infrastructure service delivery, operations management, remote project/program management and consulting. Works as a freelance trainer for various companies based in India and overseas. Excellent communication, presentation and negotiation skill with the appropriate audience at all levels. Almost every training batch has rated training delivery at 4.5+ on a scale of 1 to 5.
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