Module 1: Introduction to ITIL Service Desk Practice
• Understanding the purpose and description of the ITIL Service Desk Practice
• Familiarising yourself with the common terms and concepts
• Learning the scope of the service desk practice area
• Explain practice success factors
• Key Metrics

Module 2: Value Streams and Processes
• Processes to fulfill the purpose of the practice
• Value Stream Contribution

Module 3: Organisations and People
• Roles, competencies and responsibilities
• Organisational structure and teams

Module 4: Information and Technology
• Information exchange
• Automation and tooling

Module 5: Partners and Suppliers
• Performing service desk activities
• Provisioning of software tools
• Consulting and advisory

Module 6: Capability Assessment and Development
• The practice capability levels
• Capability self-assessment
• Service desk capability development

Module 7: Recommendations for Practice Success

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