Video Title
Length
1.0: Service Desk Practice
1 min
1.1: Introduction to Service Desk
2 min
1.4: Empathy, Experience and Satisfaction
9 min
1.5: Practice Success Factors
21 min
1.6: PSF Key Metrics
3 min
1.7: Recap: Key Learning Points: Key Learning Points
2 min
1.8: Time for a Quiz
4 min
2.0: Value Streams and Processes
1 min
2.1: Practices, Processes, and Value Streams
3 min
2.2: The Service Desk Processes
1 min
2.3: User Query Handling
14 min
2.4: Communicating to Users
17 min
2.5: Service Desk Optimization
4 min
2.6: Service Desk in the Service Value Streams
3 min
2.7: Analyzing a Service Value Stream
6 min
2.8: Recap: Key Learning Points: Key Learning Points
1 min
2.9: Time for a Quiz
3 min
3.0: Organizations and People
1 min
3.1: Competencies and Roles
8 min
3.2: Service Desk Organization
9 min
3.3: Recap: Key Learning Points: Key Learning Points
1 min
3.4: Time for a Quiz
3 min
4.0: Information and Technology
1 min
4.1: Information Needed
1 min
4.2: Automation Tools
6 min
4.3: Recap: Key Learning Points: Key Learning Points
1 min
4.4: Time for a Quiz
4 min
5.0: Partners and Suppliers
1 min
5.1: Partners and Suppliers
3 min
5.2: Recap: Key Learning Points: Key Learning Points
1 min
5.3: Time for a Quiz
4 min
6.0: Service Desk Capability Development
1 min
6.1: The ITIL Maturity Model
6 min
6.2: Assessing the Service Desk Practice
7 min
6.3: Developing the Service Desk Practice
6 min
6.4: Recap: Key Learning Points: Key Learning Points
2 min
6.5: Time for a Quiz
3 min
7.0: What's Next
2 min
7.1: Continuing Your Journey
3 min
Total:
3 hrs 1 min
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Meet Your Instructor
Get Your Course Materials
Course Materials
When you purchase this course you will receive access to these materials.
- Candidate Syllabus
- How to Use Your Sample Exams
- Sample Exam 1
- Sample Exam 2
- Student Guide
- Accessing Your PeopleCert eBooks
- PeopleCert Online Exam Instructions for PC and Mac
- PeopleCert Complaint Policy
- PeopleCert Membership CPD Guide
- How to Activate Your PeopleCert Plus Membership
Course Links
Course Links
These links are activated when you purchase this course.
- Course Survey
Course Transcript
Transcript
This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.
Letter of Course Attendance
Letter of Course Attendance
You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.
How to Take Your Exam
How to Take Your Exam
This Certification is provided by PeopleCert. This course qualifies students to for ITIL Recertification. When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years. You can recertify at anytime. Even if your ITIL Certifications have lapsed. All PeopleCert exams are provided online.
Exam Overview
- The Service Desk exam is a closed book exam
- It is 30 minutes in duration
- There are 20 multiple choice questions
- Passing score is 65% or 13 out of 20 correct answers
- This exam is available to be taken in English
Receiving Your Official PeopleCert Certification Exam
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How to Prepare to Pass Your Exam
All GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam. In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Service Desk Publication (Digital Copy) and PeopleCert Course Support Materials. Upon completing the course you will receive a Letter of Attendance from GogoTraining. In order to receive the designation of ITIL 4 Practitioner - Service Desk Certified you will need to take and pass the PeopleCert ITIL 4 Practitioner - Service Desk Exam.
How to Take an Online Proctored PeopleCert Exam
In order to take your exam you will need the following System Requirements:
- Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
- Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
- Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
- Active Full-Time/Broadband internet connection of at least 4Mbps
- 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
- Keyboard and mouse or another pointing device (keyboard to be set to English characters)
- A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
- Speakers and microphone (Headsets are only allowed during exam onboarding)
For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
Exam Extension
PeopleCert allows students to extend their exam 6 months for a fee. Exam extensions must be purchased prior to the expiration date of your exam. If you need an extension, Click Here, and let us know. PeopleCert does not allow students to extend Take2 exam retakes.
PeopleCert Recertification Process
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. You only need 1 new ITIL course/certification to renew all your ITIL certifications. The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
Ask the Instructor a Question
QA Forum
Interested in an Instructor Support Package? Click here to receive information on how to join the Instructor Access Forum.
When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.
Course Description
Welcome to GogoTraining's ITIL 4 Practitioner: Service Desk course. This eLearning course had been developed by GogoTraining using Official PeopleCert Training Materials (OTM) with PeopleCert’s permission. GogoTraining is a PeopleCert Authorized Training Organizations (ATO) and this course has been accredited by PeopleCert.
The IT Service Desk is the communication center of the IT organization. It provides a single point of contact (SPOC) with IT for everyone who uses IT services, including employees, customers, and business partners. The Service Desk provides business support, as well as managing incidents and service requests and acting as a communication hub for users about all things IT. Some people call it the “face” of IT operations because it is the most visible point of communication and coordination between IT and its customers. The place that everyone turns to for help with IT incidents and service requests.
IT Service desks take the traditional concept of technical help desks to a new level. Not only do they help users to fix issues, but they play a key role in learning about business needs and delivering and supporting IT services. If you currently work in or manage your service desk or want to gain the skills and knowledge required to be hired into a Service Desk organization, then this course is for you.
In This Course You Will Learn:
The ITIL 4 Practitioner: Service Desk practice module is for IT professionals who want to validate their skills and receive their Service Desk Certification. It focusses on service requests and incident resolution and covers the four dimensions of service management (organizations & people, information & technology, value streams & processes, partners & suppliers).
By completing this course and gaining your ITIL 4 Practitioner: Service Desk Certification you will be able 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 your organization by using the ITIL Maturity Model
- Influence user and customer experience
- Create successful service relationships
Prerequisites
In order to take this course, you must hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.
Outline
1.0: Service Desk Practice
- 1.1: Introduction to Service Desk
- 1.2: The Purpose of the Service Desk
- 1.3: Benefits of the Service Desk Practice
- 1.4: Empathy, Experience and Satisfaction
- 1.5: Practice Success Factors
- 1.6: PSF Key Metrics
- 1.7: Recap: Key Learning Points
- 1.8: Time for a Quiz
2.0: Value Streams and Processes
- 2.1: Practices, Processes, and Value Streams
- 2.2: The Service Desk Processes
- 2.3: User Query Handling
- 2.4: Communicating to Users
- 2.5: Service Desk Optimization
- 2.6: Service Desk in the Service Value Streams
- 2.7: Analyzing a Service Value Stream
- 2.8: Recap: Key Learning Points
- 2.9: Time for a Quiz
3.0: Organizations and People
- 3.1: Competencies and Roles
- 3.2: Service Desk Organization
- 3.3: Recap: Key Learning Points
- 3.4: Time for a Quiz
4.0: Information and Technology
- 4.1: Information Needed
- 4.2: Automation Tools
- 4.3: Recap: Key Learning Points
- 4.4: Time for a Quiz
5.0: Partners and Suppliers
- 5.1: Partners and Suppliers
- 5.2: Recap: Key Learning Points
- 5.3: Time for a Quiz
6.0: Service Desk Capability Development
- 6.1: The ITIL Maturity Model
- 6.2: Assessing the Service Desk Practice
- 6.3: Developing the Service Desk Practice
- 6.4: Recap: Key Learning Points
- 6.5: Time for a Quiz
7.0: What's Next
- 7.1: Continuing Your Journey
Certification
This Certification is provided by PeopleCert. This course qualifies students to for ITIL Recertification. When you take and complete this course and pass the exam, all your previous ITIL Certifications will be recertified for 3-years. You can recertify at anytime. Even if your ITIL Certifications have lapsed. All PeopleCert exams are provided online.
Exam Overview
- The Service Desk exam is a closed book exam
- It is 30 minutes in duration
- There are 20 multiple choice questions
- Passing score is 65% or 13 out of 20 correct answers
- This exam is available to be taken in English
Receiving Your Official PeopleCert Certification Exam
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How to Prepare to Pass Your Exam
All GogoTraining courses come with a Training Plan to help you master the material and prepare for your exam. In addition, you will receive 2 AXELOS approved Sample Exams to test your knowledge, the official course syllabus, the official AXELOS Service Desk Publication (Digital Copy) and PeopleCert Course Support Materials. Upon completing the course you will receive a Letter of Attendance from GogoTraining. In order to receive the designation of ITIL 4 Practitioner - Service Desk Certified you will need to take and pass the PeopleCert ITIL 4 Practitioner - Service Desk Exam.
How to Take an Online Proctored PeopleCert Exam
In order to take your exam you will need the following System Requirements:
- Windows® 11, Windows® 11S Windows® 10, Windows® 10S or macOS High Sierra (10.13) onwards
- Dual-core 2.4GHz CPU or faster with 4GB of RAM (minimum)
- Microsoft Edge, Google Chrome, Opera or Safari browser is installed (Latest version recommended). Other browsers are not compatible with our Web Based Exam Driver
- Active Full-Time/Broadband internet connection of at least 4Mbps
- 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
- Keyboard and mouse or another pointing device (keyboard to be set to English characters)
- A web camera (the web camera can be embedded in your computer or be external to the computer). Make sure you can rotate the web camera through a 360-degree rotation as you will be asked to do this on your exam day. Mobile phones cannot be used to take your exam or be used as a substitute for the web camera
- Speakers and microphone (Headsets are only allowed during exam onboarding)
For complete details, download the PeopleCert Online Exam Instructions under the Get Your Course Materials tab.
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
Exam Extension
PeopleCert allows students to extend their exam 6 months for a fee. Exam extensions must be purchased prior to the expiration date of your exam. If you need an extension, Click Here, and let us know. PeopleCert does not allow students to extend Take2 exam retakes.
PeopleCert Recertification Process
Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. You only need 1 new ITIL course/certification to renew all your ITIL certifications. The Practice Manager 1-day courses offer the most cost effective method to recertify and gain new skills.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
How can we help? Customer Service is standing by to get you pricing and answer your questions.