The ITIL® 4 Practitioner: Service Request Management course focuses on handling user-initiated service requests in an effective and user-friendly way. Participants learn how the practice supports agreed service quality and helps organisations manage requests efficiently while maintaining a high level of user satisfaction.
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.
Service requests typically include requests for information, access to services, standard service changes, or the fulfilment of predefined service actions. This course provides practical guidance on how organisations can structure request handling processes, improve service fulfilment performance and create consistent working methods across support teams.
Participants gain an understanding of how the Service Request Management practice supports service value streams and contributes to improved service quality, higher user satisfaction and more efficient service operations.
«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. »
Course objectivesThis course will help you to:
AudienceThis course is suitable for:
Prerequisite:For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Participants learn the purpose and scope of the Service Request Management practice and how it supports the agreed quality of services by handling user-initiated requests efficiently.
The course explores how organisations manage the lifecycle of service requests, including request logging, categorisation, fulfilment and closure.
Participants learn about the roles involved in service request management and how these roles contribute to efficient service operations.
The training explains how request management tools and automation support efficient request fulfilment and improve user experience.
Participants explore success factors, metrics and the ITIL maturity model to measure and improve the effectiveness of the Service Request Management practice.
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.
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course.
Requirements:
For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Duration: 1 day
Price: 9 900 NOK
Language: English course material, Norwegian speaking instructor
Format: Classroom or virtual training
Hva lærer jeg på dette kurset?
Du lærer hvordan Service Request Management-praksisen brukes til å håndtere brukerforespørsler på en strukturert og effektiv måte.
Hvem passer kurset for?
Kurset passer for IT-fagpersoner som jobber med service desk, drift, IT-support eller tjenestestyring.
Hva er kravene for å delta?
Du må ha bestått ITIL® 4 Foundation eller ITIL® v3 Foundation før du kan ta sertifiseringseksamen.
Hvordan gjennomføres eksamen?
Eksamen gjennomføres online med digital eksamensvakt etter at du har mottatt en eksamensvoucher.
Hva skjer hvis jeg ikke består eksamen?
Du får normalt ett nytt eksamensforsøk i henhold til sertifiseringsleverandørens regler.
Får jeg ekstra tid på eksamen?
Ja, kandidater som ikke har engelsk som morsmål kan få ekstra tid i henhold til eksamensreglene.
