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Description

ITIL 4 Practitioner Service Desk: Organising, Equipping and Steering User Support

Turn the service desk into a single point of contact that keeps its commitments and earns the trust of the business

  • 1 day — 7 h
  • In-person or virtual
  • Intermediate
  • Up to 6 participants

The service desk shapes how users perceive the entire IT function. It absorbs poorly formulated requests, constantly balances speed against quality, and supports multiple channels that are rarely consistent with one another. Teams burn out when staffing levels and the service catalogue fail to reflect actual usage.

This one-day programme focuses on the service desk practice within ITIL 4. Unlike a course centred on incident handling, these seven hours address the organisation of the point of contact itself: channels, request catalogue, team sizing, user experience and the steering of perceived quality.

Learning objectives

  • Define the scope and service commitments of the service desk
  • Organise contact channels and the request handling journey
  • Structure the service request catalogue and its fulfilment workflows
  • Size teams on the basis of volumes and service coverage hours
  • Develop agents' interpersonal skills in tense situations
  • Steer perceived quality and make effective use of satisfaction surveys

What makes this programme different

Team sizing is calculated live in session from participants' own workload curves
The user journey is mapped channel by channel and then simplified collectively
Difficult calls are practised through role-play with active listening and group debriefing

Programme

1Role and Organisation of the Service Desk

Defining the single point of contact

  • Purpose of the practice and expectations of business stakeholders
  • Scope of the requests taken in charge
  • Centralised, distributed or outsourced organisational models
  • Contact channels and consistency of the user journey
  • Service portal and assisted self-service

2Service Requests and Team Sizing

Delivering on the promise day to day

  • Building the service request catalogue
  • Fulfilment models and approval workflows
  • Analysis of volumes and demand peaks
  • Headcount sizing and coverage of service hours
  • Support tooling and integration with the knowledge base

3User Experience and Performance Steering

Measuring what the user actually perceives

  • Welcoming posture and handling a difficult conversation
  • Managing dissatisfaction and formal complaints
  • Satisfaction surveys and use of the feedback collected
  • Perceived quality indicators and the limits of volume-based metrics
  • Professional development plan for service desk agents

Who is it for

Service desk managers · support team leaders · process owners · support technicians and user relationship managers.

Prerequisites

Familiarity with the general principles of ITIL 4 or current experience within an IT support team.

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.