ITIL® 4 Practitioner: Service Desk

Transform your service desk into an efficient, customer-focused function using ITIL 4 best practices. This course covers incident logging, categorization, and resolution workflows that balance speed with quality. Learn how to design and operate service desk processes that improve user satisfaction while maintaining operational efficiency.

The training includes techniques for knowledge management, self-service options, and continuous service improvement specific to service desk operations. You’ll gain practical skills to measure and enhance service desk performance while aligning with broader IT service management objectives.

Learning Resource Kit

Expertly crafted content

Course materials were created by the same experts who developed the textbooks and exams for each certification program, ensuring that the content is accurate, comprehensive and directly aligned with requirements.

Diverse learning resources

Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences including workbooks for in-depth study and Quick Reference Guide.

Up-to-date and reliable

Rest assured all your study materials are always current and in sync with the official exams.

Accessible learning

The materials are easily accessible through our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.