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Video Modules, Study Guides and Mock exams + Voucher for the official exam
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About the course
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:
Who Should Attend
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:
Examination and Certification
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:
Prerequisites for the Axelos/PeopleCert exam:
The candidate must complete an official course with an accredited company (ATO – Accredited Training Organization) led by an accredited trainer.
About the Instructor
15 years of excellence in training with over 71,000 successful students.
Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and over 50 certifications in IT Management, Security, and Governance. As leader of the largest ITSM and DPSM community (over 220,000 YouTube subscribers), he combines his MBA from FGV—one of the world’s best business schools—with a specialization in Neuroscience to guide a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.
Contents
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
Support and Contact
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Common questions
For over 15 years, PMG Academy has maintained one of the fastest response SLAs in the market. Whether you’re a prospective student or already enrolled, our average response time is just 15 minutes!
* Business hours: Monday to Friday, from 9 am to 6 pm (Brasilia time/ GMT-3)
Reviews
Excellent course! Instructor Adriano possesses solid knowledge and essential experience, providing us with practical, real-world examples. Highly recommended!
Great course!
The course is wonderful and explained masterfully by the instructor. The platform is also very good and intuitive, nothing too complicated. It's easy to get in touch with the company whenever needed.
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