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 Practitioner: Service Desk practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the concepts covered in the ITIL® 4 Service Desk practice at both strategic and operational levels maximizing value from this practice area.

Learning Outcomes:

ITIL® 4 Practitioner: Service Desk enables professionals to:

• Define the key concepts, principles, value, and challenges of Service Desk.
• Capture demand for incident resolution and service requests.
• Establish and maintain communication channels and interfaces between the service provider and users.
• Enable effective, efficient, and convenient communications between the service provider and its users.
• Apply Service Desk metrics to improve performance.
• Measure, assess and develop the Service Desk practice capability in their organization by using the ITIL Maturity Model.

Examination Details:

• Consist of 20 Questions
• Duration: 30 Minutes
• Passing Rate: 65%