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Learn how to improve user and customer experience, as well as the overall success of your service relationships.
Industry-recognised
certification
Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.
Employers’ first choice
Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.
New career opportunities
Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.
What Will You Learn?
Service Desk key concepts
Understand the purpose and key concepts of the Service Desk practice, including how it serves as the central point of contact between the service provider and the users, facilitating effective communication.
Practice success factors
Learn about practice success factors (PSF) and key practice metrics, which are essential for measuring the effectiveness of the Service Desk and ensuring it meets organisational and user needs.
Practice processes
Explore Service Desk processes, including key activities, and learn how to effectively integrate these processes into your organisation’s value stream to enhance service delivery and user satisfaction.
Roles and competencies
Focus on key roles within the Service Desk practice, and see how to position the practice within your organisation. Understand the competencies required for these roles to ensure effective service management.
Information and technology
See how information and technology can support and enable the Service Desk practice to deliver continuous improvements, streamline operations, and enhance the user experience through efficient service delivery.
Partners and suppliers
Explore the role of partners and suppliers in the Service Desk practice, understanding how to collaborate effectively with external entities to enhance service delivery and meet business objectives.
The ITIL Capability model
Discover how the capability criteria support the practice’s capability development. Learn how to apply these criteria to develop a robust and efficient Service Desk that aligns with ITIL standards.
Practice success
Learn how to succeed with the Service Desk practice, understanding how it is supported by the ITIL guiding principles, which help ensure best practices are followed to achieve high-quality service management.
Learning Resource Kit
- Expertly crafted content
Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and directly aligned with requirements.
- 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 Canvas, our online learning management system, and you can download and keep the resources for future reference, even after taking your exams.
- Diverse learning resources
Designed for self-directed independent study, our Learner Resource Kit supports a range of learning preferences, including workbooks for in-depth study, Official Books and Quick Reference guides.
Exam Essentials
- Official eBook
This guide is a valuable exam preparation resource which will be your go to reference for your work, further studies or professional development.
- Interactive eLearning
Immerse yourself in our exciting interactive course and learn through quizzes and tests. Track your progress, stay engaged and ensure that every step of your learning journey is both enjoyable and effective.
- Learning Resource Kit
Learn with the Official ITIL 4 Practitioner: Relationship Management Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.
Exam
- 20 questions
- Multiple choice
- 30 minutes
- Closed book
PeopleCert Official Package
| eLearning Package Inclusions | |
| Official eBook | YES |
| Exam Voucher | YES |
| Learning Resource Kit | YES |
| Interactive eLearnings | YES |
| Auto-marked sample papers | YES |
