To be eligible to take this, applicants should have: - ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate - Training through an Accredited Training Organization

ITIL® 4 Practitioner: Service Desk

ITIL® 4 Practitioner: Service Desk builds practical skills to manage and improve a modern service desk, enhance user experience, and deliver efficient IT support aligned with ITIL 4.

Live, Instructor-led Virtual Class
Official Exam Voucher Included
Take2 Re-Sit Option Included
Office Hours Support

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ITIL® 4 Practitioner: Service Desk Overview

ITIL® 4 Practitioner: Service Desk equips professionals with practical skills to design, manage, and improve a modern service desk aligned with the ITIL 4 framework. Learn how to enhance user experience, improve first-contact resolution, integrate with Incident and Knowledge Management, and drive measurable service performance. This PeopleCert-accredited course builds applied capability to deliver efficient, customer-focused IT support in today’s digital environments.

Training Key Features

Live, Instructor-led Virtual Class
Official Exam Voucher Included
Take2 Re-Sit Option Included
Office Hours Support
Digital Course Materials
Certificate of Completion
Post-Training Support Until You Pass

Skills Covered

Service Desk Operations Management
User Communication & Engagement
Incident & Request Handling Excellence
Knowledge & Self-Service Optimization
Performance Measurement & Reporting
Collaboration Across ITIL Practices
Technology & Automation Enablement
Continual Improvement Capability

ITIL Certification Pathway

Foundation

Practice Manager

You are here

Managing Professional

Strategic Leader

Master

Benefits

ITIL certification is a sought-after requirement for professionals who want to master IT service management - and the roles it unlocks pay well above the all-occupations median.

Designation

Annual Salary

IT Support Specialist

$40,980

$61,860

$100,540

MinAverageMax

Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics (May 2025) - national 10th percentile / median / 90th percentile annual wages

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Enroll in ITIL® 4 Practitioner: Service Desk

Choose your format

On-Demand (Self-Paced) Self-paced online learning $495 Live Online Live instructor-led training $895 Exam Retake Voucher Retaking this exam? Exam-only vouchers for previous candidates. $514

Optional add-on (choose one)

No add-on Take2 Exam Re-Sit Discounted second exam attempt for peace of mind $60 PeopleCert Plus Membership Includes Take2 - plus your digital badge, CPD tools and renewal benefits (no need to buy Take2 separately) $129 Upgrade to PeopleCert Plus Membership Your class already includes Take2 - upgrade to a full PeopleCert Plus membership, which includes Take2 plus your digital badge, CPD tools and renewal benefits $129

Today's total $495

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Training Options

Choose the format that fits how you learn.

Preferred

On-Demand (Self-Paced)

Self-paced online learning

$495

Self-Paced On Demand Access
Official Exam Voucher Included
Take2 Re-Sit Option Included
6 Months Access to Materials
Learn at Your Own Pace
Digital Course Materials
Email Support

Live Online

Live instructor-led training

$895

Live, Instructor-led Virtual Class
Official Exam Voucher Included
Take2 Re-Sit Option Included
Office Hours Support
Digital Course Materials
Certificate of Completion
Post-Training Support Until You Pass

Corporate / Group

Customized training for your organization

Customized Training Content
Flexible Scheduling
On-site or Virtual Delivery
Volume Discounts Available
Dedicated Account Manager
Post-Training Support
Exam Vouchers for All Attendees

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Exam Retake Voucher

Retaking this exam? Exam-only vouchers for previous candidates.

$514

Official PeopleCert exam voucher
For exam retakes only
Previous exam voucher number required at checkout
12 Month Expiration

Best For:

Previous candidates who need to re-sit this exam

Course Curriculum

Course Content

Synced from the PassionIT LMS

01Getting Started

Accessing Your PeopleCert Materials
Accessing Your PassionIT Materials

02Wrap Up

Course Feedback

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Frequently Asked Questions

Prerequisites

To be eligible to take this, applicants should have:

- ITIL® Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate
- Training through an Accredited Training Organization

Exam Format

Format: Multiple Choice

Rules: Closed-book exam

Duration: 30 minutes

Content: 20 questions (20 marks)

Passing Score: 13/20 (65%)

Who Should Take the ITIL® 4 Practitioner: Service Desk course?

The ITIL® 4 Practitioner: Service Desk course is ideal for professionals responsible for delivering and improving frontline IT support and user experience.

How Does This Course Fit Into the ITIL® Certification Path?

ITIL® 4 Practitioner: Service Desk is part of the ITIL 4 Practice Manager stream within the ITIL 4 certification framework.

How Your Learning Experience Works?

1. Instant Access: Begin learning immediately after enrollment

2. Self-Paced Study: Progress through the materials at your convenience

3. Comprehensive Preparation: Review course materials and take practice exams

4. Certification: Schedule your exam using the included voucher when you're ready

5. Career Advancement: Add your certification to your resume and LinkedIn profile

What is The Take2 Option?

Take2 provides you with a second exam attempt if needed. When you add this option at checkout, you're automatically enrolled in our Guaranteed to Pass Program, giving you complete peace of mind.

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