The ITIL 4 Practitioner: Service Request Management Practice course 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 organization by using the ITIL Maturity Model
Syllabus
Module 0: Welcome to ITIL 4 Service Request Management Practice
Duration: 55m
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Service Request Management Practice.
Module 1: Key concepts
Duration: 1h
Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.
Module 2: Processes and people
Duration: 1h
Module 2 begins with an explanation of the two service request management practice processes: Service request fulfillment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure.
Module 3: Enabling the practice
Duration: 1h
Module 3 completes the content for this course with a description of further concepts that enable the service request management practice.
We start by explaining automation and tooling, and providing recommendations for the automation of service request management.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.
Module 4: The practice exams
Duration: 1h 5m
Module 4 contains two practice tests provided by PeopleCert.
Module 5: ITIL 4 Service Request Management Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
Exams
ITIL® 4 Practitioner: Service Request Management
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
There is a time limit of 30 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%
In countries where English is a second language, the time allocated for the exam is extended to 37.5 minutes
What is included?
Course guide
Diagram pack
Full transcript
Comprehension checks
Two practice exams
FAQ
What is ITSM?
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
‘ITIL 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students start with ‘ITIL Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
What is ITIL v4?
‘ITIL v4’ is ITIL 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’. However, ITIL 4 does not follow the same format, as it will be updated on a regular basis.
What’s new with ITIL 4?
There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. The new framework also has an updated certification path.
What is AXELOS?
AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
The ITIL 4 Practitioner: Service Request Management Practice course 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 organization by using the ITIL Maturity Model
Module 0: Welcome to ITIL 4 Service Request Management Practice
Duration: 55m
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
It also offers a syllabus, a diagram and tables pack, a further reading and links document and links to download essential copies of the framework publications. It also contains some of the most frequently asked questions about ITIL 4 Service Request Management Practice.
Module 1: Key concepts
Duration: 1h
Module 1 explains the purpose and some key terms and concepts of the service request management practice. It then describes the practice success factors (PSFs) and the key metrics of the service request management practice.
Module 2: Processes and people
Duration: 1h
Module 2 begins with an explanation of the two service request management practice processes: Service request fulfillment control and service request review and optimization. It describes the inputs, outputs and key activities of both processes and how to integrate the service request management practice in the organization’s value streams.
The module goes on to describe the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service request management practice in the organizational structure.
Module 3: Enabling the practice
Duration: 1h
Module 3 completes the content for this course with a description of further concepts that enable the service request management practice.
We start by explaining automation and tooling, and providing recommendations for the automation of service request management.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.
The module ends with recommendations for service request management practice success and how they’re supported by the ITIL guiding principles.
Module 4: The practice exams
Duration: 1h 5m
Module 4 contains two practice tests provided by PeopleCert.
Module 5: ITIL 4 Service Request Management Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
‘ITIL 4’ is the latest iteration of ITIL, the world’s leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students start with ‘ITIL Foundation’. Passing the Foundation exam then enables them to choose modules in the ‘Managing Professional’ or ‘Strategic Leader’ streams.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
What is ITIL v4?
‘ITIL v4’ is ITIL 4. Previous iterations of the framework were treated as ‘versions’, resulting in names like ‘v3’. However, ITIL 4 does not follow the same format, as it will be updated on a regular basis.
What’s new with ITIL 4?
There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. The new framework also has an updated certification path.
What is AXELOS?
AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
Anyone looking to start their ITIL training with an award-winning course provider
Organizations intending to start adopting ITIL 4 best practices
Individuals or groups looking to pursue ITIL training online
Team members and managers who require an understanding of the framework
Candidates hoping to pursue careers in IT management
What will you learn by taking this course?
Key concepts of the Practice
Practice Success factors
Practice processes
Key roles and competencies in the Practice
The role of technology and automation in the Practice
The role of Partners and Suppliers in the Practice
The ITIL capability model
Why should you take this course?
Good e-Learning is an award-winning online training provider and was independently certified as a ‘Market Leader’ for ITIL online training by Course Conductor
The ITIL 4 syllabus offers a comprehensive and modernized look at IT service management
ITIL qualifications are highly valuable and desirable for employers in IT
This online course fully prepares candidates to sit and pass the ITIL® 4 Practitioner: Service Request Management exam on the first attempt
Getting certified can lead to impressive salary gains.
The course was created with input from leading experts, including the authors of several of the ITIL 4 books
Good e-Learning students avoid ITIL® 4 Practitioner: Service Request Management exam costs thanks to FREE exam vouchers
Good e-Learning achieves what many thought was not possible – an online course that is straight forward and gets some very complex material across in a fun and engaging manner. The materials are illustrated with easy-to-follow graphics, voice-overs and videos that make the subject matter memorable – especially important for preparing for the exam!
David Cannon
Leading IT Management Consultant, Author & Lead Editor for ITIL 4: Digital & IT Strategy
