ITIL® 4 Practitioner: Service Desk Training

Module 1: Introduction to Service Desk 

• Service Desk 

• Service Desk Resources in the Four Dimensions 

• Service Desk Practice vs Team 

• Benefits of the Service Desk Practice 

• Service Desk Provides a Point of Communication 

• Service Empathy 

• Practice Success Factors 

• Service Desk Practice Success Factors 

• Enabling and Improving Communications 

• Challenges of User-to-Agent Communications 

• Challenges of the User-to-Technology Communications 

• Multichannel vs Omnichannel 

• Going Omnichannel 

• Enabling the Effective Integration of User Communications into Value Streams 

• The Key PSF Metrics 

Module 2: Value Streams and Processes 

• Practices, Processes, and Service Value Streams 

• The Service Desk Processes 

• User Query Handling 

• User Query Handling Inputs and Outputs 

• Acknowledge and Record the User Query 

• Validate the User Query 

• Triage the User Query and Initiate the Appropriate Activities 

• Communicating to Users 

• Communicating to Users Inputs and Outputs 

• Identifying and Confirming the Target Audience 

• Identifying and Confirming Communication Channels 

• Information Packaging 

• Information Sending 

• Gathering and Processing Receipt Confirmations and Feedback 

• Service Desk Optimisation 

• Service Desk Optimisation Inputs and Outputs 

• Service Desk Review 

• Service Desk Improvement Initiation 

• Service Desk Improvement Communication 

• Service Desk in the Service Value Streams 

• Service Desk Practice in Service Value Streams 

• Analysing a Service Value Stream 

• Analysing Service Desk in a Service Value Stream 

Module 3: Organisations and People 

• The Competency Model 

• Service Desk Manager 

• Service Desk Agent 

• Activity: Service Desk Roles 

• Service Desk Organisation 

• Local Service Desk 

• Distributed Service Desk 

• Hybrid Service Desk 

• Virtual Service Desk 

• Service Desk Sizing 

Module 4: Information and Technology 

• Information Needed for Effective Service Desk Practice 

• Automation Tools 

• Automation Solutions for Service Desk 

• Activity: Service Desk Automation 

• Recommendations for Automating Service Desk 

Module 5: Partners and Suppliers 

• Third Parties Performing Service Desk Activities 

• Provision of Software Tools and Consulting 

Module 6: Service Desk Capability Development 

• ITIL Maturity Model: Capability and Maturity 

• ITIL Maturity Model 

• Capability Levels 

• Design of the Capability Criteria 

• Assessing the Service Desk Practice: Capability Criteria 

• Self-assessment of the Practice Capability 

• Developing a Capability 

• Using the ITIL Practice Guide to Develop the Practice 

• ITIL Guiding Principles 

• Recommendations for the Success of the Service Desk Practice 

• Understand the role and responsibilities of the Service Desk within the ITIL® 4 framework 

• Learn how to manage and resolve incidents, service requests, and communications effectively 

• Gain practical skills to deliver high-quality user support and maintain service reliability 

• Apply tools and techniques to enhance user satisfaction, streamline workflows, and support continual improvement 

• Develop capabilities to monitor performance, handle escalations, and ensure consistent service delivery