ITIL® 4: Service Request Management Training

Course 5343

  • Duration: 1 day
  • Exam Voucher: Yes
  • Language: English
  • Level: Intermediate

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.

This course will help you 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

ITIL 4 Service Request Management Delivery Methods

  • In-Person

  • Online

  • Upskill your whole team by bringing Private Team Training to your facility.

ITIL 4 Service Request Management Training Information

In this course, you will receive:

  • Official course content and curriculum
  • PeopleCert Exam Voucher included
  • Take2 exam re-sit included (eligible on public events)
  • After-course instructor coaching benefit included

Training Prerequisites

ITIL 4 Foundation Certificate (ITIL® 4 Foundation Training • course 1199) or ITIL 4 Managing Professional Transition Certificate

Certification Information

Exam Information

  • 20 questions
  • Multiple choice
  • 13 out of 20 marks required to pass (65%)
  • 30 minutes
  • Closed book

Certification Renewal: Starting 2023, all PeopleCert Global Best Practice certifications must be renewed after 3 years.

ITIL 4 Service Request Management Training Outline

In this module, you will learn how to:

  • Understand the purpose and description of the ITIL Service Request Management Practice
  • Familiarise yourself with the common terms and concepts
  • Learn the scope of the Service Request Management Practice Area
  • Explain practice success factors
  • Identify key metrics

In this module, you will learn how to:

  • Apply processes to fulfil the purpose of the practice
  • Assess value stream contribution

In this module, you will learn how to:

  • Define roles, competencies, and responsibilities
  • Understand organisational structure and teams

In this module, you will learn how to:

  • Facilitate information exchange
  • Implement automation and tooling

In this module, you will learn how to:

  • Identify the dependencies of the practice on third parties
  • Recognise how partners and suppliers can support the practice

In this module, you will learn how to:

  • Evaluate the practice capability levels
  • Conduct capability self-assessment
  • Develop Service Request Management capability
  • Next Steps

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ITIL 4 Service Request Management FAQs

Anyone who is certified in ITIL 4 Foundation and who desires to learn more about Service Request management.

Yes, it will not only recertify any expiring certification, but you will also gain additional certification in the Service Request Management practice.

You will be provided with an exam voucher for the exam and a link to register and schedule your online exam sessions with the PeopleCert web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

For publicly scheduled course events, Learning Tree will set up the Take2 option for all attendees when we order your exam voucher. If you aren’t successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake.

Though exam vouchers can cost hundreds, there is no additional cost to you to sign up for the Take2 re-sit programme. Take2 is an additional complimentary benefit offered to you by Learning Tree.

Yes, you must re-sit the exam within six months of your initial exam.