E-learning ITIL® 4 Practitioner: Service Request Management

ITIL® 4 Practitioner: Service Request Management teaches you to deliver an agreed quality of service by handling predefined, user-initiated service requests effectively and in a user-friendly way. The course gives you practical guidance on request handling and fulfilment, and on how the practice fits into your organisation's value streams.

Through flexible, self-paced eLearning, you will learn how service request management handles user requests for services, information and access, how to measure and improve the practice, and how to integrate it into your organisation's value streams. The course prepares you for the ITIL® 4 Practitioner: Service Request Management certification exam.

ORDER  E-LEARNING COURSE HERE

Audience

This course is suitable for professionals who work with or want to strengthen the Service Request Management practice in their organisation, including:

  • Service desk analysts and agents
  • Service request and fulfilment coordinators
  • IT support and IT operations specialists
  • IT operations managers
  • IT service managers
  • Process owners and practice leads

Learning Objectives

After completing the course, you will be able to:

  • Understand the purpose and key concepts of Service Request Management, including its role in handling user requests for services, information and access
  • Use practice success factors (PSFs) and key metrics to evaluate how efficiently and effectively user requests are fulfilled
  • Apply the key processes and activities of the practice and integrate them into your organisation's value streams to support timely and effective fulfilment of service requests
  • Position the practice effectively in your organisation and understand the roles and competencies needed for efficient request handling and fulfilment
  • Explain how information and technology support the practice with tools and systems for tracking, managing and fulfilling service requests
  • Collaborate effectively with partners and suppliers to strengthen request fulfilment capabilities
  • Use the ITIL capability model to assess and develop the capabilities of the Service Request Management practice
  • Apply recommendations for practice success, supported by the ITIL guiding principles

Prerequisites

Candidates must hold one of the following:

  • Any ITIL v3 certification
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional certificate

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 2–3 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Key Concepts

The purpose and key concepts of Service Request Management, including its role in handling user requests for services, information and access.

Practice Success Factors and Metrics

Practice success factors (PSFs) and key metrics used to evaluate how efficiently and effectively user requests are fulfilled.

Processes and Value Streams

Key processes and activities of the practice, and how to integrate them into the organisation's value streams to support timely and effective fulfilment of service requests.

Roles and Competencies

Key roles in the practice, how to position it within the organisation, and the competencies needed for efficient request handling and fulfilment.

Information and Technology

How information and technology enable the practice, with tools and systems for tracking, managing and fulfilling service requests.

Partners and Suppliers

The role of partners and suppliers, and how to work with them to strengthen request fulfilment capabilities.

The ITIL Capability Model

How the capability criteria support the development of the Service Request Management practice in line with best practice and organisational requirements.

Practice Success

Recommendations for succeeding with Service Request Management, and how they are supported by the ITIL guiding principles.

 

Certification Exam

The course prepares you for the official ITIL® 4 Practitioner: Service Request Management certification exam.

  • 20 multiple-choice questions
  • 30 minutes
  • Closed book
  • 65% required to pass
  • Available in English, Chinese, French, German, Italian, Japanese, Polish, Portuguese (Brazilian) and Spanish
  • Exam voucher included

The exam is taken digitally via PeopleCert