itil practitioner certification

Develop quick resolutions for IT and reduce downtime.

Streamline Service Desk services effectively.

Obtain tools and strategies to boost user satisfaction and loyalty.

Find career advancement by obtaining the ITIL 4 globally-recognised certification

Overview Learning Objectives Who Should Attend Prerequisite Outline Certification

ITIL Practitioner Course Overview

By adopting the best practices of the ITIL framework, you can develop critical thinking and analytical skills to locate the root causes and reduce recurring issues in the IT sector. Our comprehensive ITIL 4 Practitioner- Service Desk course is designed to equip you with the practical skills needed for incident management, customer services, technical support, IT equipment management, IT security, self-service, and communication. We provide the best tools and techniques to help you prioritise tasks based on urgency and impact and enhance problem-solving skills, ensuring you are ready to apply your knowledge in real-world scenarios.
This expert-led training focuses on three streams: service operations, customer service, and continuous improvement. We provide you with upgraded knowledge of the ITIL 4 Practitioner. The bite-sized modules are easily understandable, making your journey more convenient. Our experts offer interactive learning sessions combined with case studies and business scenarios. We provide real-time progress tracking to ensure that you grasp the material as you progress. Each module is well-structured, covering all essential key points.
During training, you become familiar with the exam pattern through well-crafted practice sets closely aligned with the official certification exam, giving you the confidence to excel in your certification. Our Learning Resource Kit includes a detailed Learner Workbook and reference guide to prepare you for the certification.

ITIL Practitioner Course Objectives

Understand the roles and responsibilities of a service desk in IT service management, such as incident resolutions and enhancing user experience.
Evaluate and master incident management by learning the best practices to minimise downtime and get swift recovery.
Learn problem management techniques, such as root cause analysis and improvement of IT service quality.
Develop effective communication strategies to interact with customers, stakeholders, and team members to maintain professionalism in service desk operations.
Understand how to prioritise tasks by considering their urgency, impact, and various other factors.
Examine ways to build happy customer relationships, such as providing on-time services and maintaining higher accuracy.
Understand service desk metrics to evaluate the key performance indicators (KPIs) to improve service desk services.
Evaluate and become an expert in ticket management, such as capturing, categorising, and resolving user issues and inquiries.
Learn to integrate ITIL practices to align service desk activities to manage organisational goals.
Understand how to manage workflow, collaborate with teams, implement knowledge management, and handle escalations effectively.

ITIL Practitioner Target Audience

This is an ideal program for individuals working in the information technology world. We recommend this course to:

IT specialists in Development
IT specialists in Changes
IT Managers: Operations
IT Service Managers

Eligibility Criteria

Since the course focuses on the knowledge and skills required to manage a Service Desk within the ITIL framework, it requires an ITIL 4 Foundation certification. If you have any doubts about the eligibility criteria for this program, please contact us.

Course Outline

Module 1: Service Desk Key Concepts

Understand the key concepts and purpose of the Service Desk practice
Its role between the service provider and the users
Facilitating effective communication

Module 2: Practice Success Factors (PSF)

Introduction and key practice metrics to measure the effectiveness of the Service Desk

Module 3: Practice Processes

Key activities and how efficiently integrate these processes into your organisation’s value to upgrade service delivery and user satisfaction

Module 4: Roles and Competencies

Key roles within the Service Desk practice
Learn to position the practice within your organisation
Competencies for these roles for efficient service management

Module 5: Information and Technology

Explore how IT support and enable the Service Desk practice for continuous improvement, streamline operations, and upgrade user experience through service delivery.

Module 6: Partners and Suppliers

Understand the role of partners and suppliers in the Service Desk practice
Collaboration with external entities to upgrade service delivery and meet business objectives

Module 7: The ITIL Capability Model

Explore the capability criteria for practice’s capability development
Apply these criteria for developing a robust and efficient Service Desk

Module 8: Practice Success

Success tips with the Service Desk practice
Learn how it is supported by the ITIL guiding principles for high-quality service management.

About the Certification

The certification is a testament to your skills in applying the ITIL 4 framework for Service Desk management. ITIL 4, one of the most reliable IT Service Management frameworks, is widely adopted by leading organisations such as Disney, NASA, and NHS.
The ITIL 4 Practitioner: Service Desk certification is valid for 3 years. You will require renewal of the ITIL 4 Practitioner certification every 3 years to validate your upgraded knowledge of the ITIL 4 Practitioner module. For renewal, it is essential to have 60 CPD points. Please contact us for more details about recertification.

About the Examination

We will prepare you for the ITIL 4 Practitioner: Service Desk exam, which is required to earn the prestigious ITIL 4 Practitioner certification.
Exam questions: 20
Exam format: multiple-choice
Exam duration: 30 minutes
Passing score: At least 65%
It is a closed-book exam. You can retake the exam if the first attempt is unsuccessful.

Mr. Prasad Lele

IT Governance & ITSM consultant

Area Of Expertise: ITIL® Expert, CobiT® 5 Implementation Certified, CobiT® 5 Assessor Certified, Certified ISO/IEC 38500 Lead IT Corporate Governance Manager, ITIL 4 Foundation Certified, Certified ISO/IEC 20000 Lead Auditor, PRINCE 2® Practitioner, Certified ISO 21500 Project Manager, SIAM™ Foundation, VeriSM™ Foundation

Course Advisor

Prasad has 20 + years of experience across IT operations, IT Service Management, IT Projects, IT Governance, IT Risk & Compliance Management.
He has trained more than 2000 professionals on various best practices & frameworks.
He Has a strong exposure of requirements elicitation to design, improving, developing, implementing & auditing processes.
Prasad possesses a good understanding of assessing various IT processes against industry best practices.
He has worked on various Transition Projects like, “Change in vendor support” “Domain Migration & Policy Implementation” “ITSM Tool Implementation” “Consolidation of Service Desk” “Designing of customized reports in the tool”.

Choose Your Preferred Mode

ITIL Practitioner Online Training

Personalised approach to learning to balance other commitments with education.
Offers competitive pricing and discounts to complete your training without a significant financial burden.
Regular updates for courses to align with industry trends and demands.
Access to experienced instructors to gain deeper insights and receive valuable mentorship.

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ITIL Practitioner Corporate Training

Tailored courses to gain mastering areas most relevant to your goals.
Hands-on projects and case studies to apply theoretical concepts to real-world scenarios.
Uses manual and advanced progress-tracking tools to help you measure your performance, weaknesses, and strengths.
State-of-the-art virtual labs, stimulators and innovative learning patterns to enhance skills and credibility.

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FAQ’s

Why should I choose Vinsys for ITIL courses?

Vinsys, a renowned name in IT courses, offers comprehensive ITIL programs. Whether you're starting with the foundation or advancing to the higher levels, our classes are designed with detailed modules, access to recorded lectures, and important links, all aimed at preparing you thoroughly for the ITIL certifications.

Can a fresher join the ITIL 4 Practitioner: Service Desk course?

Yes, the ITIL 4 Practitioner: Service Desk course is open to freshers, but certification in ITIL 4 Foundation is necessary before enrolment.

Do you offer personalised training solutions?

At Vinsys, we understand the importance of individual progress. That is why our group training solutions are designed with low participant strength, ensuring each participant receives the personal attention they deserve.

Is this course updated?

Yes, the ITIL 4 Practitioner course has been updated. We ensure that you have the latest knowledge of the ITIL framework.

What is the validity period of the ITIL 4 Practitioner: Service Desk certification?

An ITIL 4 Practitioner certification is valid for 3 years. To become eligible for the next ITIL 4 Practitioner certification, you must obtain 60 CPD points by participating in ITIL-related activities and courses.

Can I retake the ITIL 4 Practitioner exam?

Yes, you can retake the ITIL 4 Practitioner exam if you fail on your first attempt. PeopleCert gives you a second chance to approach the exam confidently.

Why Vinsys

Seasoned Instructors

Official Vendor Partnerships

Authorized Courseware

3,000+ Courses & 2,000+ Modules

In Synch with Tech-advancements

Customizable Blended Learning Options

Reviews

This is one of the best decisions I have made. As a Service Desk manager, I have improved my ability to identify, categorise, investigate, and resolve IT management services.

Ragini KhannaSenior Desk Top Engineer

We rely on the ITIL framework, and Vinsys' unconditional support for the ITIL 4 Practitioner has refined our skills in incident, workflow, knowledge, and security management.

Prasad Kumar G.IT Operation Executive

Thanks to this program, our IT management team has gained various Service Desk management skills under the ITIL framework. This has enhanced our ability to handle IT issues and boosted our confidence in ensuring customer satisfaction.

Thambiturai LaxamanaIT Service Manager

This course has exposed me to problem management techniques with service desk metrics and proactive support strategies.

Roopa GuptaIT Specialist

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ITIL® Practitioner Certification Training

ITIL Practitioner Course