ITIL Practice
ITIL Service Desk
The ITIL 4 Practitioner: Service Desk practice module is for IT professionals who want to prove and validate their skills in this specific practice area.
Service Desk is the point of contact between the service providers and users.
This module helps to significantly influence user experience, customer experience, and the overall success of service relationships.
Our next Virtual date
Objectives
This course will help you to:
- Define the key concepts, principles, value and challenges of Service Desk
- Capture demand for incident resolution and service requests
- Establish and maintain communication channels and interfaces between the service provider and users
- Enable effective, efficient, and convenient communications between the service provider and its users
- Apply Service Desk metrics to improve performance
- Measure, assess and develop the Service Desk practice capability in your organisation by using the ITIL Maturity Model.
ITIL Service Desk Exam
- 20 questions
- Multiple choice
- 30 minutes
- 65% pass rate
- Closed book.