ITIL® 4 Practitioner: Service Desk

Course outline

• Define the key concepts, principles, value and challenges of Service Desk
• Capture demand for incident resolution and service requests
• Establish and maintain communication channels and interfaces between the service provider and users
• Enable effective, efficient, and convenient communications between the service provider and its users
• Apply Service Desk metrics to improve performance
• Measure, assess and develop the Service Desk practice capability in their organisation by using the ITIL® Maturity Model.

The key concepts of the practice

• Explain the purpose of the practice
• Describe the practice success factors (PSF)& key metrics of the practice
• Explain the key terms/concepts
• Incident and its main characteristics
• Incident model
• Request catalogue

The processes of the practice

• Describe inputs and outputs of the processes
• Describe the key activities of the processes
• Know how to integrate the practice in the organization’s value streams

The roles and competencies of the practice

• Describe the responsibilities of the key roles of the practice
• Know how to position the practice in the organizational structure
• How information and technology support and enable the practice

Explain the tools application

• Know how to apply the recommendations on automation

The 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

How the ITIL capability model can be used to develop the practice

• Explain how capability criteria support the practice capability development

The recommendations for the practice success

• Understand the recommendations for Incident management success and how they are supported by the ITIL® guiding principles