ITIL® 4 Service Desk ref SD030524

The Course

This is a 1-day course focussing purely on the practice Service Desk. This practice also forms part of the Monitor, Support & Fuilfil bundle and the Practice Manager designation. Any 5 x practices plus Create, Deliver & Support is required to obtain the Practice Manager designation.

For Company Organisations (invoicing terms)

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Online Time Zone 

UK London (BST)

Prerequisites

ITIL v4 Foundation

Course Topics

The course is intended to provide candidates with best practice guidance at both strategic and operational levels incorporating: 

• The key concepts
• The processes
• Roles and competencies
• Technologies and support
• The role of partners and suppliers
• How the ITIL capability model can be used 
• Recommendation for the practice success

Course Content

• 1-day online live and interactive instructor-led course delivery
• Official Axelos/PeopleCert online exam voucher + free exam resit
• The official Axelos core guidance e-book including glossary
• Mock exam papers (PDF)
• Course slide deck (PDF)

Exam

The exam is taken online directly with PeopleCert (the Axelos examination institute) at a time and location of the student's choosing. Students will require a computer with webcam facility and internet connection. The first exam voucher is valid for 12-months and the resit (if needed) is valid for 6-months following the first exam.

• The exam format: Closed book, 30-minutes duration based on 20 multiple choice questions with 1 mark awarded for each correct answer. 13 marks are required to pass, equating to 65%.
• Certificates: Issued directly by PeopleCert (the official Axelos examination institute) in electronic format. Hard copy certificates can be provided upon request at an additional cost.

Joining Details 

Full joining details will be provided following order placement.

Pricing Details

All prices include tax.

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