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The ITIL® 4 Service Desk Practitioner is a one-day course that develops practical expertise in the Service Desk practice within the ITIL 4 framework. The Service Desk practice provides a clear, human entry point for users to access services and report issues. This course covers the design and management of effective service desks – from defining the right structure and staffing model, through to measuring and improving customer satisfaction and first-contact resolution rates.
Designed for practitioners already holding ITIL® 4 Foundation, this course provides in-depth coverage of the practice’s concepts, activities, roles, and metrics – and prepares you for the single-practice practitioner examination.
By the end of this course, you will be able to:
This course is ideal for:
The following prerequisite is required:
This course prepares you for the ITIL® 4 Service Desk Practitioner examination, administered by PeopleCert.
All course materials are included in the course fee. You will receive:
The Service Desk Practitioner course is for anyone who works in or manages a service desk function. Whether you are a frontline support agent, a team leader, or a manager designing the next generation of your support capability, this certification validates your knowledge within the ITIL 4 framework.
Have a look at when our next ITIL<sup>®</sup>4 Service Desk Practitioner is running.
Get in touch to talk about arranging a private ITIL<sup>®</sup>4 Service Desk Practitioner course for your organisation.
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We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
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Once upon a time, in a bustling city where glass skyscrapers kissed the sky and the hum of technology filled the air, there was a small park. This park was an oasis of greenery amidst the urban sprawl, home to a majestic oak tree that stood tall and proud. This oak had witnessed the city grow and evolve over many decades, and it had become a symbol of strength, wisdom, and resilience for the locals.
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