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ITIL4® Practitioner: Service Desk

Preparatory Course for the Axelos and PeopleCert Certification Exam

Pacote:

Pacote de Certificação Completo

Vídeos, guias de estudo e simulados + voucher para o exame oficial.

Rated 5 out of 5

Reviews

Taxa de Aprovação 98%

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🔒 Opcional: Take2 & Membership estão disponíveis na próxima etapa.

*Promoção válida apenas para PF e residentes no Brasil
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Sobre o Curso

The ITIL 4 Practitioner: Service Desk training was developed for IT professionals who are actively involved in the Service Desk practice, or who are involved in defining and implementing it. The course is designed to help individuals validate their skills in this area, and demonstrate their understanding of the Service Desk practice at both operational and strategic levels.

This training will help you to:

Define the key concepts, principles, values, and challenges of the Service Desk
Capture demand for incident resolution and service requests
Establish and maintain communication channels and interfaces between the service provider and users
Enable effective, efficient, and convenient communications between the service provider and its users
Apply Service Desk metrics to improve performance
Measure, assess, and develop the capability of the Service Desk practice in your organization using the ITIL Maturity Model.

Público Alvo

This course was developed for professionals who wish to demonstrate their understanding and application of the concepts covered in the ITIL 4 incident management practice at strategic and operational levels, maximizing the value of this practice area.

The target audience for this qualification is:

Those who already hold knowledge of ITIL 4 fundamentals
ITSM Managers and Service Desk Managers;
Those who wish to implement the practices within an organization
Holders of other ITIL qualifications who wish to update their knowledge and earn PDUs on the ITIL 4 track
IT Professionals working in support operations, such as Service Desk and technical support analysts and technicians.
IT Consultants specializing in services and support who wish to improve the application of ITIL practices.
Professionals working in IT operations or who are responsible for IT service delivery.
IT operations managers who need to align processes and improve the end-user experience.
Individuals interested in improving their ITIL practices and seeking continuous development in IT service management.

Exame e Certificação

This course includes the PeopleCert Exam in Portuguese. As mandated by Axelos, the course cannot be sold separately. The Retake (retest) must be purchased after acquiring the course + exam. With the retake, you guarantee a second chance in case of failure. Access our FAQ for more details: https://support.pmgacademy.com/kb/if-i-fail-the-exam-can-i-take-it-again-2nd-chance-or-retake/

Exam format:

Prerequisite: ITIL 4 Foundation Certification
20 questions
Multiple choice
13 out of 20 marks required to pass (65%)
30 minutes
Closed book
Level: Practitioner
Available languages: Portuguese and English
Can be used for the 3-year recertification
Track: ITIL Practice Manager (PM)
PM Track: Monitor, Support and Fulfil

Prerequisites for the Axelos/PeopleCert exam:

Completion of the Official ITIL 4® Practitioner: Service Desk Course
Official ITIL 4 Foundation Certification

The candidate must complete an official course with an accredited company (ATO – Accredited Training Organization) led by an accredited trainer.

Sobre o Instrutor

15 anos de excelência em treinamento com mais de 71.000 alunos aprovados.

Adriano é um ITIL Master, consultor e autor de 6 livros, trazendo 25 anos de experiência e mais de 50 certificações em Gestão de TI, Segurança e Governança. Como líder da maior comunidade de ITSM e DPSM (mais de 220 mil inscritos no YouTube), ele combina seu MBA pela FGV — uma das melhores escolas de negócios do mundo — com uma especialização em Neurociência para orientar uma rede global de mais de 71.000 alunos. Sua missão é clara: desmistificar a gestão complexa e transformar conhecimento técnico em valor tangível e impacto no mercado.

Adriano Martins Antonio, ITIL 4 Master

Tradutor oficial do Guia ITIL Foundation (Versão 5)

Conteúdo

Lesson 1.1 – Presentation
Lesson 1.2 – Introduction to Service Desk
Lesson 1.3 – Activity
Lesson 1.4 – CSFs and Metrics
Lesson 1.5 – Quiz

Lesson 2.1 – User Query Handling
Lesson 2.2 – Communication with Users
Lesson 2.3 – Service Desk Optimization
Lesson 2.4 – Service Desk in Service Value Streams
Lesson 2.5 – Quiz

Lesson 3.1 – People
Lesson 3.2 – Activity
Lesson 3.3 – Organizational Structure
Lesson 3.4 – Quiz

Lesson 4.1 – Information and Technology
Lesson 4.2 – Activity
Lesson 4.3 – Recommendation
Lesson 4.4 – Quiz

Lesson 5.1 – Partners and Suppliers
Lesson 5.2 – Quiz

Lesson 6.1 – Service Desk Capabilities
Lesson 6.2 – Guiding Principles
Lesson 6.3 – Quiz
Lesson 6.4 – About the Exam

Suporte e Contato

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Há mais de 15 anos, a PMG Academy mantém um dos SLAs de resposta mais rápidos do mercado. Seja você um aluno em potencial ou já matriculado, nosso tempo médio de resposta é de apenas 15 minutos!

* Horário de atendimento: de segunda a sexta, das 9h às 18h (horário de Brasilia/ GMT-3)

Reviews

Gilber Mejardo

Nokia

March 10, 2026

As an Incident Manager working with the LATAM and NAM markets, this course provided a unique perspective on how I can apply ITIL practices within our BG. It was a very interesting journey that sparked new correlations and productive ideas.