ITIL® 4 Practitioner: Service Request Management Self-Paced Online Course & Examination
The ITIL 4 Practitioner: Service Request Management practice enables IT professionals to deliver an agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
Our self-paced online course provides candidates access to PeopleCert's official eLearning for 12-months. There are 3 hours of content to learn at your own pace. PeopleCert eLearning is interactive, filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching. These materials are designed to give you the confidence to pass your examination and provide you with a great understanding of this ITIL 4 module.
This course will prepare you for the examination leading to the ITIL® 4 Practitioner: Service Request Management certificate. Our eLearning bundle includes:
- PeopleCert online exam voucher
- Official ITIL publication available as an eBook
The ITIL 4 Foundation certification is the pre-requisite and must be achieved prior to starting this course.
Course Overview
This practice module provides practical guidance on developing operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
ITIL 4 Practitioner: Service Request Management enables professionals to efficiently:
- Expand understanding of customer service portals and other software.
- Acquire skills to identify customer expectations and deliver desired value.
- Ensure that applications and IT systems meet stakeholder needs, and product features are released on time, within budget and to a high standard of quality.
Learning Outcomes
- Understand the purpose and key concepts of Service Request Management, including its role in handling user requests for services, information, and access within the IT infrastructure.
- Learn about practice success factors (PSF) and key practice metrics, essential for measuring the efficiency and effectiveness of Service Request Management in meeting user needs.
- Explore Service Request Management processes, including key activities, and discover how to integrate them into your organisation's value stream to ensure timely and effective fulfilment of service requests.
- Focus on key roles within Service Request Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for efficient request handling and fulfilment.
- See how information and technology can support and enable Service Request Management, providing tools and systems for tracking, managing, and fulfilling service requests efficiently.
- Explore the role of partners and suppliers in Service Request Management, and learn how to collaborate effectively to enhance service delivery and fulfilment capabilities.
- Discover how the ITIL capability model supports the development of Service Request Management capabilities, ensuring alignment with industry best practices and organisational goals.
- Learn strategies for succeeding with Service Request Management, and understand how it is supported by the ITIL guiding principles to achieve effective and efficient service request fulfilment.
Who should attend
IT Operation Specialists, IT Operation Managers and IT Service Managers.
Prerequisites
ITIL 4 Foundation certification is a pre-requisite for this course.
Exam & Certification
This course prepares participants for the examination leading to the ITIL® 4 Practitioner: Service Request Management certification.
- A 30-minute, 20 question, multiple-choice exam is administered by an independent examination body, PeopleCert.
- A passing mark of 65% is required to receive your certificate.
The exam is provided as an online examination voucher, which you will receive with your course access, via email from PeopleCert with information on how to register and schedule your exam. The examination is 30 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.
The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination soon after completing your course – this is when the information is fresh and relevant.
Course Material & Inclusions
Access to PeopleCerts official eLearning for 12-months. Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics. PeopleCert eLearning is interactive and filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
ITIL® 4 Practitioner: Service Request Management online exam voucher, valid for 12-months from date of issue.
The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided as part of your PeopleCert exam voucher.
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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