Course information

ITIL® 4 Practitioner: Service Desk Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • Practice Success Factors (PSF)
  • Key Metrics of the Practice
  • Key Terms/Concepts
    • Communication Channels Characteristics
    • Omnichannel Communications
    • Service Empathy
    • Moment of Truth

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organisation’s Value Streams?

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

  • Tools Application
  • How to Apply the Recommendations on Automation?

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers can Support the Practice?

Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice?

  • How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Recommendations for the Service Desk Practice Success
  • How they are Supported by the ITIL® Guiding Principles?

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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 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 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 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® 4 Practitioner: Service Request Management Training 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.

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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      
  • ITIL® 4 Practitioner: Service Desk Training Certificate       
  • 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

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IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Ottawa is the capital city of Canada. It is located on the bank of the Ottawa River in the east of Southern Ontario province. It has an estimated population of 885,000 people. Ottawa is the fourth largest city in the world. The name of this city comes from the Algonquin word Odawa which means “to trade”. Education in Canada is mostly free and publicly funded. It is overseen by the federal, provincial and local governments, with the education within provincial jurisdiction and the curriculum overseen by the province. Education is compulsory in most provinces up to the age of 16. Parents can choose between sending their children to one of the public schools or they can sent them to a fee paying private school. Those who live in Ottawa and find that picking a secondary school is a fraught decision involving school zones and ratings. There are four main public school boards in Ottawa. One is English, one is English-Catholic, and one is French and another is French-Catholic. The Ottawa-Carleton District School Board which is the largest with 147 schools to oversee. The catholic school board has 85 schools, the Conseil des écoles catholiques du Centre-Est has 49 schools and the Conseil des écoles publiques de l'Est de l'Ontario has 37 schools. Canada’s higher has a very good reputation. However there is no formal ranking system and students will often choose colleges and universities bases on geographic convenience and the reputation of a particular course. Ottawa is one of the best educates cities in Canada as it is believed that over half of the population have graduated from college or university. Ottawa has the highest per capita concentration of engineers, scientists, and residents with PhDs in Canada. The University of Ottawa was founded in 1848 and was the first higher education institute to be established in the city.  The university is a bilingual public university. The University of Ottawa is ranked in the top 300 universities in the world, coming in at number 284 and is a top 15 university in Canada.  The university has faculties in the following areas: arts, civil law, common law, education, engineering, post graduate studies, health sciences, medicine, science, social sciences and the school of management. Ottawa also has two main public colleges Algonquin College and La Cité collégiale. There are also 2 catholic universities in the city; Dominican University College and Saint Paul University.

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Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Ottawa. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Ottawa, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Ottawa FAQs

This course focuses on enhancing service desk practices and skills within the ITIL framework, aiming to improve overall service delivery and customer satisfaction.
This course enhances service desk operations through ITIL® 4 principles, improving customer satisfaction, efficiency, and aligning service delivery with business goals.
ITIL® 4 is important as it provides a modern framework for IT Service Management, aligning with current business practices, and focuses on collaboration, flexibility, and continuous improvement to enhance organisational efficiency and customer satisfaction.
This course targets professionals seeking to enhance their skills in service desk management within the ITIL® 4 framework.
Fulfil prerequisites, attend accredited training, pass the exam, and gain practical experience in service desk operations to become ITIL® 4 Practitioner: Service Desk certified.
For this ITIL® 4 Practitioner Course, delegates typically need a foundational understanding of ITIL® concepts and may be required to hold an ITIL® 4 Foundation Certification or its equivalent prior to registration.
The ITIL® 4 Practitioner: Service Desk Certification is ideal for IT professionals and service desk personnel seeking to enhance their skills in delivering effective IT services and improving customer satisfaction through practical application of ITIL® 4 principles and practices.
In this course, you will learn advanced service desk practices and techniques to enhance your IT Service Management skills, focusing on implementing and improving ITIL concepts to effectively manage service desk operations and customer satisfaction.
Upon completion, individuals can pursue ITIL® 4 Specialist or ITIL® 4 Strategist certifications for advanced knowledge and career progression.
The Knowledge Academy in Ottawa is a leading training provider which offers multiple courses, comprehensive course content, experienced instructors, flexible learning options, and industry recognition, making it a reliable choice for attending this course.
The training fees for ITIL® 4 Practitioner: Service Desk Training certification in Ottawa starts from CAD2595
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Service Desk Training.
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Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

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