Free ITIL 4 Practitioner: Service Desk practice test, with a free personalised score report.
Exam-aligned, 20 questions, 30 minutes, pass mark 65% (13 / 20). Mapped to the full official PeopleCert syllabus. You download the question paper right away, then email your answers to info@learnersink.com and our certified trainers send back your personalised score report with the full answer key and rationales.
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- Free personalised, topic-wise score report from a certified trainer
- Topic-wise weightage and syllabus breakdown
- Tips on time management and scoring strategy
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ITIL 4 Practitioner: Service Desk domain weightage
Topic-by-topic breakdown used by PeopleCert on the live exam.
Purpose of the service desk practice, the single point of contact, user experience and empathy.
Local, centralised, virtual and follow the sun models, omnichannel contact and self service.
Success factors, first contact resolution, response times, user satisfaction and experience metrics.
Staffing, skills, wellbeing, knowledge use and integration with incident and request practices.
Syllabus covered in the practice test
Service desk as the entry point to the service provider and its role in user experience.
Structuring the desk, omnichannel support, chat, self service and automation.
Triage, logging, communication style, escalation and closing the loop with users.
Balancing efficiency measures with genuine user satisfaction and effort scores.
Skills, resourcing models, knowledge management, and links to incident and request fulfilment.
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