Effective service desk management is critical for ensuring seamless service delivery and customer satisfaction. This course equips participants with the skills to optimise the service desk function, focusing on how to drive service efficiency and support organisational goals. Participants will gain practical knowledge in managing value streams, understanding organisational structures, leveraging technology for automation, and engaging with partners and suppliers. The course will be delivered through a mix of instructional content, practical exercises, and real-world case studies, allowing participants to apply their learning immediately. Key modules include the introduction to service desk operations, service request management, and service desk capability development.
Learning Outcomes:
- Understand the key principles of effective service desk management.
- Identify how value streams and processes impact service desk operations.
- Apply best practices for organising and managing service desk teams.
- Evaluate the role of information and technology in enhancing service desk efficiency.
- Develop strategies to improve service desk capabilities over time.
Key Topics:
- Service Desk Operations
- Value Streams and Processes
- Organisational Structures and Service Desk Roles
- Service Desk Automation Tools
- Partner and Supplier Management
- Service Desk Capability Development
Exam Details
This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Practitioner: Service Desk certification.
The course includes the ITIL® 4 Practitioner: Problem Management certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.
| Exam duration | 30 minutes |
| Number of questions | 20 |
| Question format | Multiple choice |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-proctored online exam |
To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Module 1: Introduction to Service Desk
- Module 1: Introduction to Service Desk
- Module 1: Recap: Key Learning Points
Module 2: Value Streams and Processes
- Module 2: Value Streams and Processes
- Module 2: Recap: Key Learning Points
Module 3: Organizations and People
- Module 3: Organizations and People (Part 1 of 2)
- Activity 3.1: Service Desk Roles (Instructions)
- Module 3: Organizations and People (Part 2 of 2)
- Module 3: Recap: Key Learning Points
Module 4: Information and Technology
- Module 4: Information and Technology (Part 1 of 2)
- Activity 4.1: Service Desk Automation (Instructions)
- Module 4: Information and Technology (Part 2 of 2)
- Module 4: Recap: Key Learning Points
Module 5: Partners and Suppliers
- Module 5: Partners and Suppliers
- Module 5: Recap: Key Learning Points
Module 6: Service Desk Capability Development
- Module 6: Service Desk Capability Development
- Module 6: Recap: Key Learning Points
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