ITIL® 4 Practitioner: Service Request Management

ITIL® 4 Practitioner: Service Request Management

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.

  • Delivery: Virtual, In-house, Blended
  • Duration: 7 h (1 days)
  • Exam: Online Proctored

Course Description

Objectives

The ITIL 4 Practitioner: The individuals can demonstrate their understanding and application of the concepts covered in the ITIL 4 Service Request Management practice at both strategic and operational levels maximizing value from this practice area.  

ITIL 4 Practitioner: Service Request Management enables professionals 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 Service Request Management practice capability in their organisation by using the ITIL Maturity Model.

At the end of each section of the course, there will be a hands-on exercise to fix the concepts just explained and become familiar with the exam questions.

This course leads to the ITIL 4 Practitioner Service Request Management certification exam session, the passing of which provides an advanced-level professional qualification in IT Service Management and allows you to continue on to more advanced courses (ITIL Practitioner, ITIL Managing Professional, ITIL Strategic Leader).

Who it is addressed to

  • Candidates taking the ITIL 4 Service Request Management Practice qualification.

Contents of the ITIL 4 Practitioner Service Request Management course

  • The key concepts of the practice
  • The processes of the practice
  • The roles and competencies of the practice
  • How information and technology support and enable the practice
  • The role of partners and suppliers in the practice
  • How the ITIL capability model can be used to develop the practice
  • The recommendations for the practice success

Trainer

BITIL.COM lecturers are accredited (Accredited Trainer) by the international training body to teach and supervise exams; specialists in IT Service Management, they are professionals with many years of experience in ITIL best practice adoption projects in medium and large IT Directorates, able to transfer a software vendor-independent and totally business-oriented implementation approach.

This ITIL® course is offered by BITIL.COM ATO by Peoplecert.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

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