ITIL®4 Practitioner: Service Request Management

This module provides understanding and application of the key concepts, principles, value and challenges of the Service Request Management practice.

«The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. »

The ITIL 4 Practitioner: Service Request Management practice module is for IT professionals who want to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

This course will help you to:

  • Establish clear and structured patterns and methods of working
  • Reduce costs associated with request handling and fulfilment
  • Achieve realistic fulfilment expectations and higher resulting levels of user satisfaction
  • Fulfil SLAs with service consumers
  • Improve standing or reputation with the service consumer due to higher service quality and clear user expectations
  • Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.

Audience:

  • Everyone having an ITIL certification

Prerequisite:

ITIL 4 Foundation certification 

Course material:

Official course material will be delivered digital and consist of:

  • Course material 
  • ITIL Practice guide for Service Request Management
  1. Understand the key concepts of the practice
  2. Understand the processes of the practice
  3. Understand the roles and competences of the practice
  4. Understand how information and technology support and enable the practice
  5. Understand the role of partners and suppliers in the practice
  6. Understand how the ITIL capability model can
    be used to develop the practice
  7. Understand how the ITIL guiding principles
    support the practice.

How to take the exam:

  • 20 questions
  • Multiple choice
  • 13 out of 20 marks required to pass (65%)
  • 30 minutes
  • Closed book.

You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.

Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.

ONLINE PROCTORING GUIDELINES

The trainer will also guide you through the procedures on how to book and prepare for the exam during the course.

 

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