Got a question? Call 02 8286 9429 | Login
Service Desk is the point of contact between the service providers and users. Effective development and application of the practice can significantly influence user experience, customer experience, and the overall success of service relationships.
The ITIL 4 Practice: Service Desk module is for IT professionals who want to demonstrate their understanding and application of the concepts covered at both strategic and operational levels, maximising value from this practice area.
The ITIL 4 SD course is part of the ITIL 4 Practice Manager (PM) designation, which encompasses a set of practice-based modules designed for performing specific work or accomplishing an objective. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model.
Included with this course is a digital copy of the official guidance publication, ITIL 4 Service Desk Practice.
Examination
This course pricing includes a voucher for the ITIL 4 Service Desk Exam, which is an online proctored exam through PeopleCert. It is a 30-minute closed book exam consisting of 20 multiple choice questions, with a pass mark of 65% (13/20). Practice exam papers and questions are provided in the course, and reviewed to assist in preparation.
After passing the exam, each student’s certificate will be made available to them via PeopleCert.
It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam. It is also recommended to use the five official guidance publications for study and exam preparation but note they are not permitted to be used in the exam.