ITIL® 4 Practitioner: Service Request Management
1-Day

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. The individuals can demonstrate their understanding...  READ MORE

Price: £600 * (including exam)

  • Course:ITIL4-PRAC-SRM ( £495 )
  • Exam:ITIL Practitioner ( £105 )

(Prices exclude VAT which will be added at the prevailing rate.)

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ITIL® 4 Practitioner: Service Request Management

Description

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.

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 efficiently

  • 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.

Contents

The key concepts of the Service Request Management practice

  • Explain the purpose of the Service Request Management practice
  • Describe the PSFs & key metrics of the Service Request Management practice
  • Explain the key terms/concepts
    • Service request and its main characteristics
    • Service request model
    • Request catalogue

The processes of the Service Request Management practice

  • Describe inputs and outputs of the Service Request Management processes
  • Describe the key activities of the Service Request Management processes
  • Know how to integrate the Service Request Management practice in the organization’s value streams

The roles and competences of the Service Request Management practice

  • Describe the responsibilities of the key roles of the Service Request Management practice
  • Know how to position the Service Request Management practice in the organizational structure

How information and technology support and enable the practice

  • Explain the tools application
  • Apply the recommendations on automation

The role of partners and suppliers in the Service Request Management practice

  • Explain the dependencies of the Service Request Management practice on third parties
  • Explain how partners and suppliers can support the Service Request Management practice

How the ITIL capability model can be used to develop the Service Request Management practice

  • Explain how capability criteria support the Service Request Management practice capability development

The recommendations for the Service Request Management practice success

  • Understand the recommendations for service request management success and how they are supported by the ITIL guiding principles

 

Exam

  • 30 minutes closed book exam
  • 20 multiple choice questions (each one being worth 1 mark)
  • Pass mark 13 out of 20 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL® 4 Practitioner: Service Request Management

VIRTUAL training

  • 07 February 2025

    • To book any of these dates, please see below.

Availability and pricing for ITIL® 4 Practitioner: Service Request Management:

Please Note: Exam fees (where applicable) are included in the prices quoted.

07 February 2025 - VIRTUAL training

£600