ITIL 4 Practitioner: Service Desk Training

Live Online & Classroom Enterprise Certification Training

The ITIL 4 Practitioner: Service Desk course focuses on how to establish and manage an effective service desk function that delivers seamless, efficient, and user-centric support. It helps professionals understand how to optimize communication, collaboration, and workflows to enhance service experience and resolution time.

COURSE BROCHURE DOWNLOAD PDF

Looking for a private batch ?

REQUEST A CALLBACK

Certified Trainer
Authorized Courseware
Completion Certificate from ATP

Enterprise Reporting
Lifetime Access
CloudLabs
24x7 Support
Real-time code analysis and feedback

What is ITIL 4 Practitioner: Service Desk Certification Training about?

The ITIL 4 Practitioner: Service Desk module provides a deep understanding of the service desk’s critical role as the single point of contact between service providers and users. The course explores how modern service desks leverage automation, AI, chatbots, and self-service capabilities to deliver faster and more personalized support. Participants learn how to balance efficiency and empathy in user interactions, monitor service quality, and drive continual improvement.

This module also aligns with the ITIL 4 framework by integrating service desk operations with other key practices such as Incident Management, Problem Management, Change Enablement, and Service Request Management, ensuring consistent and value-driven service delivery.

What are the objectives of ITIL 4 Practitioner: Service Desk Certification Training ?

Understand the purpose, scope, and key concepts of the Service Desk practice.
Learn how to deliver and support services effectively through user engagement and communication.
Design and optimize service desk structures, staffing, and tools to improve performance.
Leverage automation, knowledge bases, and self-service portals to enhance efficiency.
Use metrics, feedback, and continual improvement to monitor and enhance service desk operations.
Strengthen collaboration with other ITIL practices for better end-to-end service management.

Who is ITIL 4 Practitioner: Service Desk Certification Training for?

Service Desk Analysts and Team Leads.
IT Support Engineers and Technicians.
IT Operations Managers and Service Delivery Managers.
Incident and Problem Management professionals.

What are the prerequisites for ITIL 4 Practitioner: Service Desk Certification Training?

Experience in IT service management or user support environments.
Familiarity with incident resolution, customer service, and communication processes.
Basic understanding of automation or ticketing systems (e.g., ServiceNow, Jira, BMC).

Available Training Modes

Live Online Training

3 Days

Course Outline Expand All

Expand All

1. The key concepts of the practice

2. The processes of the practice

3. The roles and competences of the practice

4. How information and technology support and enable the practice

5. The role of partners and suppliers in the practice

6. How the ITIL capability model can be used to develop the practice

7. The recommendations for the practice success

DOWNLOAD COURSE BROCHURE

Who is the instructor for this training?

The trainer for this ITIL 4 Practitioner: Service Desk Training has extensive experience in this domain, including years of experience training & mentoring professionals.

ITIL 4 Practitioner: Service Desk Certification Training - Certification & Exam

SpringPeople is the Authorized Training Partner of PeopleCert.
The training fees is exclusive of exam cost.
For any queries, feel free to reach us at PeopleCert@springpeople.com

Reviews

My outlook on training changed completely after attending SpringPeople BPC training. The content, the trainer and infrastructure at SpringPeople were top notch and perfectly in tune with the industry requirements. Regardless to say, training is now something that I look forward to to. Kudos to everyone at SpringPeople!

Shweta Priya

Sony

I attended the 3-day AngularJs training at SpringPeople. The trainer was an industry veteran with vast experience in the subject. Notably, the hands-on training, and the Q&A session stood out. Overall, I found SpringPeople a great place to learn with excellent facilities and great trainers. Would recommend SpringPeople to my colleagues and friends.

Swati Singh

I attended the training on API Design for Mulesoft. The sessions were well planned and value-laden. I benefited immensely from the hands-on experience enabled through virtual labs. I would like to specifically commend the efficiency of the support team who were always available to resolve my concerns.

Nikhil Kohli

Stryker

I attended the jQuery training batch, conducted by Mr. Vijay, an SME who did a thorough coverage of all the essentials. He took us through concepts such as jQuery animations, event handlers, plugins, and jQuery-UI by small programs, very easily. The sessions were useful and well structured. By the end of the training, I was well equipped to develop a SPA on Product Management System. Overall, the learning experience at SpringPeople was great!

Heena Rajan

Mindtree