ITIL® Certification Training | ITIL® 4 Practitioner: Service Desk Training in Hong Kong

ITIL® 4 Practitioner: Service Desk Training Course Outline

Module 1: Key Concepts of the Practice

• Explain the Purpose of the Practice
• Practice Success Factors and Key Metrics of the Practice
• Key Terms and Concepts:
  • Communication Channels Characteristics
  • Omnichannel Communications
  • Service Empathy
  • Moment of Truth

Module 2: Processes of the Practice

• Describe Inputs and Outputs of the Processes
• Describe the 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
• Know How to Position the Practice in the Organisational Structure

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

• Explain the Tools Application
• Know How to Apply the Recommendations on Automation

Module 5: Role of Partners and Suppliers in The Practice

• Explain the Dependencies of the Practice on Third Parties
• Explain How Partners and Suppliers Can Support the Practice

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

• How Capability Criteria Support the Practice Capability Development

Module 7: Recommendations for The Practice Success

• Recommendations for Service Desk Success Supported by ITIL Principles

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 ITIL Certification 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 ITIL 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 ITIL Certification 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.

ITIL® 4 Practitioner: Service Desk Training 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 Certification 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.

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
• 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