PeopleCert ITIL® 4 Practitioner: Service Desk Certification Course Including Official Exam
 
 
Learn how to improve user and customer experience, as well as the overall success of your service relationships.

What will you learn?
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.
 
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.
 
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.

What skills will you acquire?
Service Operation
Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
 
Customer Service
Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.
 
Continual Improvement
Learn to align organisational practices and services with evolving business needs by continuously improving products, services, and management practices.
 
Target Audience:
IT Specialist: Operations
IT Manager: Operations
IT Service Manager

Course Prerequisites
The candidate must have passed the ITIL® 4 Foundation examination.

Test Certification
Upon passing the ITIL® 4 Practitioner: Service Desk exam, you’ll receive the official certification.

Exam Overview
Material allowed: None. This is a ‘closed book’ exam. The ITIL 4: Service Desk Practice publication should be used for study but is NOT permitted to be used in the exam.
Exam duration: 30 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 38 minutes in total.
Number of marks: 20 marks. There are 20 questions, each worth 1 mark. There is no negative marking.
Pass mark: 13 marks. You need to answer 13 questions correctly (65%) to pass the exam.
Level of thinking: Bloom’s levels 2 & 3.
“Bloom’s level” describes the type of thinking needed to answer the question.
For Bloom’s 2 questions, you need to show understanding of the concepts, methods and principles of the ITIL® 4 Practitioner: Service Desk module.
For Bloom’s 3 questions, you need to demonstrate application of these concepts, methods and principles of the ITIL® 4 Practitioner: Service Desk module.
Question types: Standard, Missing word, Negative, & List. The questions are all ‘multiple choice’.
For the ‘standard’ questions, you have a question and four answer options.
‘Negative’ questions are ‘standard’ questions in which the stem is negatively worded.
For the ‘missing word’ questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.
 
The exam is available in:
Chinese
English
French
German
Italian
Japanese
Polish
Portuguese (Brazilian)
Spanish

Package Includes:
PeopleCert Official Training Materials (OTM)
ITIL® 4 Practitioner: Service Desk eBook
Sample exam papers and rationales
Official PeopleCert ITIL® 4 Practitioner: Service Desk Exam Voucher (valid for 12 months)