ITIL® 4 Practitioner: Service Desk
Issued by
PeopleCert
The ITIL Practitioner: Service Desk certification shows that the individual understands the key concepts, principles, challenges and value of the Service Desk Practice. This includes understanding of the Service Desk Practice as the entry point and single point of contact for the service provider for all users. The individual can demonstrate at both strategic and operational levels how to capture demand for incident resolution and service requests. They know how to measure, assess, and develop.
Skills
- Adaptability
- Business Analysis
- Business and Technology Knowledge
- Business Change Management
- Collaboration And Teamwork
- Communication
- Continual Improvement
- Creation and Implementation of Target Operating Models
- Creativity and Resourcefulness
- Customer Relationship Management
- Driving Company Culture and Change
- Education and Training Provision
- Financial Management
- Incident Management
- Innovation
- Knowledge of Service Levels and User Experience
- Measurement And Reporting
- Organisation Change Management
- Persuasion and Negotiation
- Planning And Organisation
- Problem Solving
- Product and Service Ownership
- Project Management
- Risk Assessment and Management
- Service Delivery and Management
- Service Desk
- Service Request Management
- Stakeholder Management
- Strategic Thinking And Planning
- Supplier Management
Earning Criteria
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The individual has passed the ITIL® 4 Practitioner: Service Desk exam.