PeopleCert ITIL® 4 Practitioner: Service Desk Certification
Learn how to improve user and customer experience, as well as the overall success of your service relationships.
Learn how to improve user and customer experience, as well as the overall success of your service relationships.
Suitable for
IT professionals
Key Benefit
Enhance Service Desk Operations
Module
Practice-Based
Exam available
9 languages.
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.
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.
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.
Four dimensions of service
management
Explore the four dimensions of effective service management: organisations and people, information and technology, partners and suppliers, and value streams and processes.
Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and directly aligned with requirements.
Rest assured, all your study materials are always current and in sync with the official exams.
The materials are easily accessible through our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.
Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences, including workbooks for in-depth study and Quick Reference Guide.
Official E-Book
Your definitive introduction to ITIL best practice. A valuable exam preparation resource, this guide will also be your go to reference in your work, further studies or professional development.
Learning Resource Kit
The Official Training Materials for ITIL 4 Foundation. It includes a detailed Learner Workbook and Quick Reference Guide to enhance exam preparation and long-term learning.
Exam Re-Take
Enjoy the reassurance of a backup plan, which offers you a second chance to attempt the exam if your first try doesn’t meet your expectations.
Official Mock Exam
Directly from the designers of the exam, these practice tests are an invaluable tool to boost your confidence. Mock exams replicate the actual test environment, provide a realistic and engaging experience and increase your prospects of success in the real exam.
