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ITIL®4 – Service Desk 1 Day (RQ-2105)

$950.00 CAD
$950.00 CAD
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The ITIL®4 Service Desk qualification provides participants with practical guidance for implementing a highly effective Service Desk practice. This dynamic one-day workshop offers best-practice insights at both strategic and operational levels to optimize Service Desk performance within IT service environments. At the end of the course, participants may take a 30-minute multiple-choice exam to obtain the international AXELOS/PeopleCert ITIL®4 Service Desk certificate in IT Service Management.

Multiple Student Registration: For more than one participant or group training, contact us for preferred pricing at training@rtdglobal.com.

Target Audience

  • Personnel actively involved in the Service Desk practice.
  • Those involved in defining and implementing the Service Desk practice.
  • Individuals helping improve IT Management efficiency, effectiveness, and performance.

ITIL® Version

  • This course is based on the ITIL®4 version.

Course Objectives

In one day, participants will acquire the knowledge and skills required to:

  • Understand the key concepts supporting the Service Desk practice.
  • Describe the processes, supporting roles, and Practice Success Factors.
  • Identify how the Service Desk practice relies on specific elements from all four ITSM dimensions.
  • Assess the maturity and capabilities of the Service Desk practice.
  • Take the AXELOS/PeopleCert Service Desk exam with confidence by applying their newly acquired knowledge.
  • Put the ITIL® principles to practical use.

Prerequisites

ITIL®4 Foundation Certification

Certification Exam Included

The official AXELOS ITIL®4 Service Desk exam and ITIL®4 Official Service Desk Practice document are included. Participants receive a voucher valid for 12 months to schedule their exam electronically. The exam requires access to a connected computer with active audio and video.  Format: 20 multiple-choice questions. Duration: 30 minutes.

Course Details

This one-day course includes interactive presentations, discussions, and classroom exercises that reinforce learning and exam readiness.

Day 1

  • Overview of key Service Desk concepts
  • Processes, roles, and competencies of the practice
  • Information and technology supporting the practice
  • Partner and supplier roles in the practice
  • Using the ITIL capability model to develop the practice
  • Recommendations for practice success
  • Exercises defining key elements supporting a highly effective Service Desk practice
  • Exam preparation and completion

Course Outline

The following topics are covered:

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competencies of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL capability model can be used to develop the practice
  • Recommendations for the practice’s success
  • Exercises to define key elements supporting a highly effective Service Desk practice

NOTE: Our public courses are delivered by RTD Global Inc. or, for certification programs, by one of our accredited partners recognized or authorized by the relevant certification bodies and vendors. Courses leading to certification use official curricula and, where applicable, include the corresponding vendor-approved exam.