ITIL 4 Practitioner: Service Desk - Certification Certification Logo

ITIL 4 Practitioner: Service Desk - Certification Certification

The ITIL 4 Practitioner: Service Desk certification validates your skills in operating a service desk as the primary point of contact between IT and its users. It emphasises practices that improve user experience, manage incidents and service requests, and maintain effective communication channels. This credential is ideal for professionals involved in frontline IT support and service operations.

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

This certification focuses on the Service Desk practice within the ITIL 4 framework — covering concepts, activities, roles, success factors, and metrics that help service desks operate efficiently. It teaches how to capture demand, resolve incidents, handle service requests, and support customer satisfaction while integrating service desk practice within the broader service value system.


Key Features:

  • Focused on improving user experience and communication between IT and service consumers. 
  • Covers practice purpose, activities, roles, and success factors specific to service desks. 
  • Emphasis on service requests and incident handling workflows. 
  • Includes PeopleCert Official Learning Resource Kit for exam preparation. 
  • Official mock exam available to reinforce understanding. 
  • Recognised global certification under the ITIL 4 practices portfolio.

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

  • Understand the purpose and key concepts of the Service Desk practice. 
  • Learn how to capture demand for incident resolution and service requests. 
  • Explore processes for responding to user queries and delivering support. 
  • Identify practice success factors and relevant performance metrics. 
  • Understand roles, competencies, and organisational enablers for effective service desk operations. 
  • Integrate the Service Desk practice into value streams to enhance service outcomes.

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

This certification is ideal for:


  • Service desk analysts and IT support professionals. 
  • IT operations and service delivery staff working on incident and request workflows. 
  • Team leads and coordinators responsible for service interactions. 
  • DevOps and helpdesk engineers aiming to strengthen service management skills. 
  • Practitioners seeking specialised expertise in frontline IT service practice.

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

  • Mandatory: ITIL 4 Foundation certification (or ITIL 4 Managing Professional Transition) is required before attempting this exam. 
  • Completion of accredited training or official PeopleCert eLearning for the Service Desk practice is typically recommended prior to sitting the exam.