AXELOS: ITIL 4 Practice Manager Service Desk (ITIL4PMSD)

1 The key concepts of the practice
1.1. Explain the purpose of the practice
1.2 Describe the practice success factors (PSF) & key metrics of the practice
1.3. Explain the key terms/concepts:
a) Communication channels characteristics
b) Omnichannel communications
c) Service empathy
d) Moment of truth
2 The processes of the practice
2.1 Describe inputs and outputs of the processes
2.2 Describe the key activities of the processes
2.3 Know how to integrate the practice in the organization’s value streams
3.1 Describe the responsibilities of the key roles of the practice
3.2 Know how to position the practice in the organizational structure
4 How information and technology support and enable the practice
4.1 Explain the tools application
4.2 Know how to apply the recommendations on automation
5 Τhe role of partners and suppliers in the practice
5.1 Explain the dependencies of the practice on third parties
5.2 Explain how partners and suppliers can support the practice
6 Ηow the ITIL capability model can be used to develop the practice
6.1 Explain how capability criteria support the practice capability development
7 The recommendations for the practice success
7.1 Understand the recommendations for the service desk practice success and how they are supported by the ITIL guiding principles