Course Overview Print

Efficient management of service requests is essential for ensuring a seamless user experience and optimising service delivery. This course provides participants with the tools to streamline and enhance service request management processes within the ITIL® 4 framework. Participants will learn to identify and manage service requests, improve response times, and drive continuous improvement by applying key ITIL® principles. The course will be delivered through a mix of theory and practical activities, including case studies, to demonstrate the application of service request management best practices. Participants will gain an in-depth understanding of value streams, automation, and roles in service request management, ensuring they can contribute to enhanced service efficiency and customer satisfaction.

Learning Outcomes:

  • Understand the key concepts of service request management within ITIL® 4.
  • Identify the processes involved in service request management and their impact on service delivery.
  • Apply best practices for managing service requests efficiently and effectively.
  • Evaluate the role of automation in improving service request processes and reducing operational costs.
  • Develop strategies for continuous improvement within the service request management process.

Key Topics:

  • Service Request Management Concepts
  • Value Streams and Service Request Processes
  • Organisational Roles in Service Request Management
  • Service Request Automation Tools
  • Partner and Supplier Collaboration in Service Requests
  • Service Request Management Capability Development

 

Exam Details

This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Practitioner: Service Request Management certification.

The course includes the ITIL® 4 Practitioner: Problem Management certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.

Exam duration30 minutes
Number of questions20
Question formatMultiple choice
Pass mark65%
Open bookNo
Delivery formatWebcam-proctored online exam

To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.

 

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

Course Outline

Module 1: Key Concepts of Service Request Management

  • Module 1: Key Concepts of Service Request Management
  • Module 1: Introduction to Service Request Management (Part 1 of 2)
  • Activity 1.1: What is a Service Request? (Instructions)
  • Activity 1.1: What is a Service Request? (Solution)
  • Module 1: Introduction to Service Request Management (Part 2 of 2)
  • Module 1: Recap: Key Learning Points

Module 2: Value Streams and Processes

  • Module 2: Value Streams and Processes (Part 1 of 2)
  • Activity 2.1: Service Value Streams (Instructions)
  • Module 2: Value Streams and Processes (Part 2 of 2)
  • Module 2: Recap: Key Learning Points

Module 3: Organizations and People

  • Module 3: Organizations and People (Part 1 of 2)
  • Activity 3.1: Service Request Management Roles (Instructions)
  • Module 3: Organizations and People (Part 2 of 2)
  • Module 3: Recap: Key Learning Points

Module 4: Information and Technology

  • Module 4: Information and Technology (Part 1 of 2)
  • Activity 4.1: Service Request Management Automation (Instructions)
  • Module 4: Information and Technology (Part 2 of 2)
  • Module 4: Recap: Key Learning Points

Module 5: Partners and Suppliers

  • Module 5: Partners and Suppliers
  • Module 5: Recap: Key Learning Points

Module 6: Service Request Management Capability Development

  • Module 6: Service Request Management Capability Development
  • Module 6: Recap: Key Learning Points

Target Audience and Pre-requisites

IT professionals responsible for managing or supporting service request processes who want to streamline operations and enhance service delivery. Participants should be able to apply ITIL® 4 Service Request Management practices at both strategic and operational levels, ensuring efficient handling of user requests, improving customer satisfaction, and leveraging automation tools. This course is ideal for those looking to maximise the value of their service request processes while aligning with best practices in IT service management.

 

Pre-requisite

ITIL® 4 Foundation Certificate in IT Service Management OR ITIL® 4 Managing Professional Transition Certificate.

*Important Note : Fees are subject to Singapore's prevailing Goods and Services Tax (GST).
ITIL® 4 Practitioner: Service Request Management
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