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Certifications IT Governance & Service Management ITIL ITIL 4 Practitioner: Service Desk
ITIL 4 Practitioner: Service Desk
Learn how to improve user and customer experience, as well as the overall success of your service relationships.
Industry-recognised
certification
Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.
Employers'
first choice
Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.
New career
opportunities
Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.
At a glance
What will you learn?
Service Desk key concepts
Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication.
Practice success factors
Learn about practice success factors (PSF) and key practice metrics, which are essential for measuring the effectiveness of the Service Desk and ensuring it meets organisational and user needs.
Practice processes
Explore Service Desk processes, including key activities, and learn how to effectively integrate these processes into your organisation's value stream to enhance service delivery and user satisfaction.
Roles and competencies
Focus on key roles within the Service Desk practice, and see how to position the practice within your organisation. Understand the competencies required for these roles to ensure effective service management.
Information and technology
See how information and technology can support and enable the Service Desk practice to deliver continuous improvements, streamline operations, and enhance the user experience through efficient service delivery.
Partners and suppliers
Explore the role of partners and suppliers in the Service Desk practice, understanding how to collaborate effectively with external entities to enhance service delivery and meet business objectives.
The ITIL Capability model
Discover how the capability criteria support the practice's capability development. Learn how to apply these criteria to develop a robust and efficient Service Desk that aligns with ITIL standards.
Practice success
Learn how to succeed with the Service Desk practice, understanding how it is supported by the ITIL guiding principles, which help ensure best practices are followed to achieve high-quality service management.
What skills will you acquire?
Popular among professionals who have advanced to roles such as:
IT Specialist: Operations
IT Manager: Operations
IT Service Manager
Trusted by companies worldwide
ITIL 4 is the world's most used IT Service Management framework, adopted by industry-leading brands around the world. Embrace its principles to unlock new career opportunities.
eLearning

Discover our ITIL 4 Practitioner: Service Desk
Interactive
Self-paced
Device-friendly
2-3 hours content
Mobile-optimised
Practical exercises
Summary
Bite-sized learning modules
Make the best of our eLearning option through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.
Interactive & engaging content
Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
Self-directed learning
Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.
Learn at your own speed
Take advantage of closed captioning and adjustable player settings to pace yourself and enjoy an effective learning experience.
Progress tracking
Stay on top of your learning with real-time progress tracking. Knowledge checks help deepen your understanding and ensure that you grasp the material as you progress.
Structured learning objectives
Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.
Embedded ITIL 4 glossary
Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.
Canvas integration
Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience
Learning Resource Kit
Expertly crafted content
Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and directly aligned with requirements.
01
Up-to-date and reliable
Rest assured, all your study materials are always current and in sync with the official exams.
02
Accessible learning
The materials are easily accessible through our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.
03
Diverse learning resources
Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences, including workbooks for in-depth study and Quick Reference Guide.
04
Exam
20 questions
Multiple choice
30 minutes
Closed book
Minimum required score to pass: (65%)
The exam is available in:
Chinese
English
French
German
Italian
Japanese
Polish
Portuguese (Brazilian)
Spanish
Exam essentials
Official eBook
This guide is a valuable exam preparation resource which will be your go to reference for your work, further studies or professional development.
Interactive eLearning
Immerse yourself in our exciting interactive course and learn through quizzes and tests. Track your progress, stay engaged and ensure that every step of your learning journey is both enjoyable and effective.
Exam retake
Take your exams stress-free, knowing that you'll get a second chance at the exam if you don't get a satisfactory result on your first try.
Learning Resource Kit
Learn with the Official ITIL 4 Practitioner: Service Desk Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.
Official Mock Exam
Closely aligned with the official certification exam, these practice tests are an invaluable tool to boost your confidence. Mock exams replicate the actual test environment, provide a realistic and engaging experience and increase your prospects of success in the real exam.
Keep your certification current
Stay up to date with PeopleCert Membership
Becoming a PeopleCert Plus member is the simplest way to keep your certification(s) current. Remain certified by logging Continuous Professional Development points for everyday professional activities, stay up to date on industry trends, sharpen your skills, and set yourself apart on the job market.
Make the most of our complete product suites
You also have the option to keep your certifications current by enrolling in a different course from the same Product Suite and successfully completing the given exam before your renewal date. Dive into our wealth of resources, including insights into emerging trends and best practices, to build expertise and stay ahead.
Renewal every 3 years
60
CPD points needed for renewal
Upgrade to PeopleCert Plus today to upskill, excel, and progress in your career.
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Purchase options

Best Value

For exam retake only. Training through an accredited partner or ITIL Official eLearning required*.

US$280. 00 Incl. VAT

Buy now
Official eBook
Exam voucher
Learning Resource Kit
Best Value

For self-paced learners seeking an interactive experience to guide exam preparation.

US$599. 00 Incl. VAT

Buy now
Official eBook
Exam voucher
Learning Resource Kit
Interactive eLearning
Auto-marked sample papers
Best Value

For self-paced learners seeking a comprehensive experience to build exam confidence.

US$709. 00 Incl. VAT

Buy now
Official eBook
Exam voucher
Learning Resource Kit
Interactive eLearning
Auto-marked sample papers
Free exam re-take
Official Mock Exam
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Official Mock Exam Version
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*Certification requirements

  • ITIL Foundation or ITIL 4 Managing Professional Transition Certificate
  • Training through an Accredited Training Organisation or an official eLearning course
  • Exam results will not be released without proof of completion.