Objectives of the training
Participants will be able to understand how to assess the maturity and capabilities of the Service Desk practiceTargeted audience
Personnel actively involved in the Service Desk practice, those involved in defining and implementing the Service Desk practice, people involved in helping increase the IT Management efficiency, effectiveness and performance.Prerequisite
ITIL®4 Foundation certificationTrainers
Course architecture
- The key concepts of the practice
- The processes of the practice
- The roles and competences of the practice
- How information and technology support and enable the practice
- The role of partners and suppliers in the practice
- How the ITIL capability model can be used to develop the practice
- The recommendations for the practice success.
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Exercises to define key elements supporting a highly effective Service Desk practice.
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Pedagogical details
Training architecture
This course comprises a series of interactive presentations supplemented by classroom and other exercises resembling exams.
Training Notes
The course, course materials and exam are in English. The official AXELOS ITIL® 4 Service Desk exam and ITIL® 4 Official Service Desk Practice document are included. The participant will receive a voucher valid for 12 months to write their exam and will need to schedule his/her exam. The Certification exam will be written electronically following the training. This requires access to a connected computer with active audio and video. Format: 20 multiple- choice questions. Duration: 30 minutes. It is recommended to get the training from an accredited organization with an accredited training material.
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quotePrivate or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quote