Over 71,000 students
ITIL4® Practitioner: Service Desk
Preparatory Course for the Axelos and PeopleCert Certification Exam
- Duration:12 hours
- Portuguese and English
Corporate training clients
About the course
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.
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.
Who should attend
Who Should Attend
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.
Certification & exam
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/
- Prerequisite
- ITIL 4 Foundation Certification
- Level
- Practitioner
- Available languages
- Portuguese and English
- Track
- ITIL Practice Manager (PM)
- PM Track
- Monitor, Support and Fulfil
- 99
Pass rate among PMG Academy students
Our students consistently outperform global averages. The content is developed by the official translator of the PeopleCert exam itself.
- 1y
Exam voucher validity
Your included PeopleCert exam voucher is valid for 12 months, giving you full flexibility to schedule when you’re ready.
- T2
Take2 re-sit option available
Optional Take2 re-sit and PeopleCert Plus Membership are available at checkout for complete peace of mind.
About the instructor
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.
Official translator of the ITIL Foundation Guide (Version 5)
- 71k+
- Students trained
- 220k
- YouTube subscribers
- 25y
- Years of experience
Curriculum
What you will learn
-
00 Module 1 - Introduction to Service Desk 5 lessons
- 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
-
01 Module 2 - Value Streams and Processes 5 lessons
- 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
-
02 Module 3 - Organizations and People 4 lessons
- Lesson 3.1 – People
- Lesson 3.2 – Activity
- Lesson 3.3 – Organizational Structure
- Lesson 3.4 – Quiz
-
03 Module 4 - Information and Technology 4 lessons
- Lesson 4.1 – Information and Technology
- Lesson 4.2 – Activity
- Lesson 4.3 – Recommendation
- Lesson 4.4 – Quiz
-
04 Module 5 - Partners and Suppliers 2 lessons
- Lesson 5.1 – Partners and Suppliers
- Lesson 5.2 – Quiz
-
05 Module 6 - Capability Development 4 lessons
- Lesson 6.1 – Service Desk Capabilities
- Lesson 6.2 – Guiding Principles
- Lesson 6.3 – Quiz
- Lesson 6.4 – About the Exam
Student reviews
Trusted by professionals at leading organizations
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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.
Review written for the course ITIL® 4 Foundation
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February 27, 2026 I found the content covered very interesting, as well as Adriano's explanation. I can apply some of the practices in my daily work.
Review written for the course ITIL® 4 Foundation
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January 15, 2026 Top-notch course!!! Speechless.
Review written for the course ITIL® 4 Foundation
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