ITIL 4 Practitioner: Service Desk
Learn how to improve user and customer experience, as well as the overall success of your service relationships.
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.
