ITIL® 4 Practitioner: Service Desk Training - Greece

ITIL® 4 Practitioner: Service Desk Training Course Outline

Module 1: Introduction to Service Desk

• Service Desk
• Service Desk Resources in the Four Dimensions
• Service Desk Practice vs Team
• Benefits of the Service Desk Practice
• Service Desk Provides a Point of Communication
• Service Empathy
• Practice Success Factors
• Service Desk Practice Success Factors
• Enabling and Improving Communications
• Challenges of User-to-Agent Communications
• Challenges of the User-to-Technology Communications
• Multichannel vs Omnichannel
• Going Omnichannel
• Enabling the Effective Integration of User Communications into Value Streams
• The Key PSF Metrics

Module 2: Value Streams and Processes

• Practices, Processes, and Service Value Streams
• The Service Desk Processes
• User Query Handling
• User Query Handling Inputs and Outputs
• Acknowledge and Record the User Query
• Validate the User Query
• Triage the User Query and Initiate the Appropriate Activities
• Communicating to Users
• Communicating to Users Inputs and Outputs
• Identifying and Confirming the Target Audience
• Identifying and Confirming Communication Channels
• Information Packaging
• Information Sending
• Gathering and Processing Receipt Confirmations and Feedback
• Service Desk Optimisation
• Service Desk Optimisation Inputs and Outputs
• Service Desk Review
• Service Desk Improvement Initiation
• Service Desk Improvement Communication
• Service Desk in the Service Value Streams
• Service Desk Practice in Service Value Streams
• Analysing a Service Value Stream
• Analysing Service Desk in a Service Value Stream

Module 3: Organisations and People

• The Competency Model
• Service Desk Manager
• Service Desk Agent
• Activity: Service Desk Roles
  • Service Desk Organisation
  • Local Service Desk
  • Distributed Service Desk
  • Hybrid Service Desk
  • Virtual Service Desk
  • Service Desk Sizing

Module 4: Information and Technology

• Information Needed for Effective Service Desk Practice
• Automation Tools
• Automation Solutions for Service Desk
• Activity: Service Desk Automation
  • Recommendations for Automating Service Desk

Module 5: Partners and Suppliers

• Third Parties Performing Service Desk Activities
• Provision of Software Tools and Consulting

Module 6: Service Desk Capability Development

• ITIL Maturity Model: Capability and Maturity
• ITIL Maturity Model
• Capability Levels
• Design of the Capability Criteria
• Assessing the Service Desk Practice: Capability Criteria
• Self-assessment of the Practice Capability
• Developing a Capability
• Using the ITIL Practice Guide to Develop the Practice
• ITIL Guiding Principles
• Recommendations for the Success of the Service Desk Practice

Who should attend this ITIL® 4 Practitioner: Service Desk Training Course?

The ITIL® 4 Practitioner: Service Desk Training Course is tailored for IT specialists overseeing the regular functioning of a service desk. The course might also benefit IT professionals who are not directly involved with the service desk tasks but need a good understanding of how it works. A few of the professionals who will benefit the most from this ITIL Certification Course are:

• Service Desk Analysts
• Service Desk Managers
• Application Support Engineers
• Service Desk Engineers
• Network Engineers
• Service Desk Operators
• Service Desk Technicians
• IT Support Managers

Prerequisites of the ITIL® 4 Practitioner: Service Desk Training Course

To undertake the ITIL® 4 Practitioner: Service Desk Training Course, participants should have a basic understanding of ITIL® 4 principles and preferably have completed the ITIL® 4 Foundation certification.

ITIL® 4 Practitioner: Service Desk Training Course Overview

ITIL® 4 helps in maximising digital technology to embrace digital transformation, drive corporate strategy, and co-create value with customers. The goal of the course is to capture demand for incident resolution and service requests. ITIL® 4 increases the organisation's and ITSM's adaptability to sudden changes.

The ITIL® 4 Practitioner: Service Desk Training Course provides a comprehensive understanding of service desk principles within the broader ITIL framework. Mastery of ITIL® 4 Practitioner is crucial for IT professionals seeking to enhance service desk operations. This ITIL Course is particularly relevant for Service Desk Managers, Support Analysts, and IT professionals aiming to streamline service delivery and improve customer satisfaction.

This 1-day ITIL Certification Course, by The Knowledge Academy is designed to enlighten managers on how to manage service desks productively if they comprehend the rationale behind the practice, important terminologies, and the function of communication channels. Delegates will learn about the organisation's overall capacity and efficiency, which will be improved by learning how to use the ITIL® Capacity Model for practice development.

Course Objectives

• To comprehend the core purpose of service desk practices
• To identify key role responsibilities within the practice
• To recognise how to structure the practice organisationally
• To apply tools and technology for practice enablement
• To manage relationships with partners and suppliers efficiently
• To use the ITIL® Capability Model for practice development

Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage service requests within their IT service environment. They will be better prepared to streamline service delivery processes, enhance customer satisfaction, and optimise resource utilisation, ultimately contributing to improved business performance and success.

What’s included in the ITIL® 4 Practitioner: Service Desk Training Course?

• ITIL® 4 Practitioner: Service Desk Training Examination      
• World-class training sessions from Experienced Instructors            
• Digital Delegate Pack

TIL® 4 Practitioner: Service Desk Exam Information

The ITIL® 4 Practitioner: Service Desk Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service desk operations. This certification focuses on effectively managing and delivering quality support services to users and customers. The exam format is as follows: 

• Type of Questions: Multiple Choice 
• Total Questions: 20 
• Number of marks: 20 Marks 
• Pass mark: 65%, or 13/20 Marks 
• Duration: 30 Minutes 
• Open Book/Closed Book: Closed book