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 duration | 30 minutes |
| Number of questions | 20 |
| Question format | Multiple choice |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-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.
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
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