ITIL®4 Practitioner: Service
Request Management
Overview
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. 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.
Course Objective
This course enables professionals 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
- Measure, assess and develop the Service Request Management practice capability in their organisation by using the ITIL Maturity Model
Who Should Attend
- Service Desk Analysts and Technicians:
- Those who handle service requests as part of their daily responsibilities.
- Service Request Managers and Team Leads:
- Individuals who are responsible for overseeing the service request management process and ensuring efficient fulfillment.
- IT Support Staff and Team Leads:
- Professionals who provide technical support and are involved in fulfilling service requests.
- IT Professionals Seeking ITIL® 4 Certification:
- Individuals who want to gain the ITIL® 4 Practitioner: Service Request Management certification to enhance their career prospects.
Prerequisites
For the ITIL® 4 Practitioner: Service Request Management course, participants should have a combination of foundational IT knowledge and practical experience related to service request management
Training Calendar
Intake
Duration
Program Fees
Module
Module 1 - General Information
- Purpose and description
- Terms and concepts
- Scope
- Practice success factors
- Key metrics
Module 2 - Value Streams and Processes
- Processes
- Value stream contribution
Module 3 - Organizations and People
- Roles, competencies and responsibilities
- Organizational structures and teams
Module 4 - Information and Technology
- Information exchange
- Automation and tooling
Module 5 - Partners and Suppliers
- Performing service request management activities
- Provision of software tools
- Consulting and advisory
Module 6 - Capability Assessment and Development
- The practice capability levels
- Capability self-assessment
- Service Request Management capability development
FAQs
General Questions:
- Q: What is the ITIL® 4 Practitioner: Service Request Management course about?
- A: This course focuses on the practical application of ITIL® 4 principles to effectively manage service requests, streamline fulfillment processes, and enhance user satisfaction.
- Q: What version of ITIL® is this course based on?
- A: This course is based on ITIL® 4, the latest version of the ITIL® framework.
- Q: Is this course theoretical or practical?
- A: This is a Practitioner-level course, emphasizing practical application through exercises, simulations, and real-world scenarios.
- Q: How long is the course?
- A: The duration varies depending on the training provider and delivery method. Check with your chosen provider for specific details.
- Q: What materials are included in the course?
- A: Course materials typically include participant guides, practice exercises, sample exam questions, and access to online resources.
- A: Course materials typically include participant guides, practice exercises, sample exam questions, and access to online resources.
Course Benefits and Content
- Q: What are the benefits of taking this course?
- A: You’ll gain practical skills in service request management, learn how to automate processes, improve user satisfaction, and enhance your career prospects.
- Q: What topics are covered in the course?
- A: The course covers service request lifecycle management, catalog management, automation, communication, performance management, and practical exercises.
- Q: How will this course help me in my job?
- A: It will equip you with the practical skills and knowledge to effectively manage service requests, improve efficiency, and enhance user experience.
- A: It will equip you with the practical skills and knowledge to effectively manage service requests, improve efficiency, and enhance user experience.
Submit your interest today !
