Business & Career Development

ITIL®4 Practitioner Service Desk

ITIL®4 Practitioner Service Desk

The ITIL 4 Practitioner: Incident Management practice module is designed for IT professionals focused on reducing the impact of incidents and quickly restoring normal service operations. It enables individuals to apply and demonstrate their knowledge of ITIL 4 Incident Management concepts strategically and operationally, maximizing value from this practice area.

ITIL4 Practitioner Service Desk


  • Business & Career Development


To be confirmed








1:00 am


4.5 (110 ratings)



Key Objectives

  • Define the core concepts, principles, and value of the Service Desk, along with its challenges.
  • Manage incident resolution and service requests effectively to meet user demand.
  • Establish and maintain effective communication channels between service providers and users.
  • Utilize Service Desk metrics to enhance performance and efficiency.
  • Evaluate and develop the Service Desk's capabilities within the organization using the ITIL Maturity Model.
  • The course includes

  • Lecture Sessions: 3 days (3 hours each)
  • Solving Problems: Breakout Rooms to collaborate and solve problems.
  • Exam preparation Q&A.
  • Group Discussions: Engaging dialogues to enhance collaboration skills.
  • This course include the EXAM FEE
  • Course Schedule

    Schedule UTC+001
    Monday5:30 PM - 8:30 PM
    Tuesday5:30 PM - 8:30 PM
    Wednesday5:30 PM - 8:30 PM


    ITIL4 Practitioner Service Desk serves as the primary interface between service providers and users. Skillful implementation and management of this practice can greatly enhance user and customer experiences, thereby boosting the success of service relationships.

    The ITIL 4 Practitioner: Service Desk Practice course is designed for IT professionals aiming to certify and showcase their expertise in this particular practice area. Participants will have the opportunity to exhibit their comprehension and practical application of the ITIL 4 Service Desk principles at both strategic and operational levels, optimizing the benefits derived from this area of practice.


    • ITIL®4 Foundation Certificate
    • Be prepared for vibrant intellectual discussion in IT Service Management (ITSM).
    • No programming experience required.
    • Open-minded IT professionals or individuals interested in ITSM.
    • Basic computer literacy and internet access.
    • Familiarity with IT terminology is helpful, but not required.
    • Desire to learn, collaborate, and improve IT service management skill.



    Samir Faraj

    4.5 (110 ratings)

    30 Courses • 525,181 students
    Highly skilled IT Service Management professional, more than 19 Years of experience in IT and extensive ITIL experience and a proven track record in implementing and managing IT services. Strong background in training and mentoring team members, with published ITIL courses on Udemy. ITIL4 Master and peopleCert accredited trainer.

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