We provide course about ITIL®4 Practitioner: Service Request Management. The ITIL® 4 Practitioner: Service Request Management course focuses on handling user-initiated service requests in an effective and user-friendly way.
Course description:
Participants learn how the practice supports agreed service quality and helps organisations manage requests efficiently while maintaining a high level of user satisfaction. The purpose of the Service Request Management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. Service requests typically include requests for information, access to services, standard service changes, or the fulfilment of predefined service actions.
This course provides practical guidance on how organisations can structure request handling processes, improve service fulfilment performance and create consistent working methods across support teams. Participants gain an understanding of how the Service Request Management practice supports service value streams and contributes to improved service quality, higher user satisfaction and more efficient service operations.
Course objectives:
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
• Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.
Course outline:
Modul 1 - Understanding the Service Request Management practice:
• Participants learn the purpose and scope of the Service Request Management practice and how it supports the agreed quality of services by handling user-initiated requests efficiently.
Modul 2 - Service request processes and fulfilment:
• The course explores how organisations manage the lifecycle of service requests, including request logging, categorisation, fulfilment and closure.
Modul 3 - Roles, competencies and organisational integration:
• Participants learn about the roles involved in service request management and how these roles contribute to efficient service operations.
Modul 4 - Supporting tools and technologies:
• The training explains how request management tools and automation support efficient request fulfilment and improve user experience.
Modul 5 - Measuring and improving the practice:
• Participants explore success factors, metrics and the ITIL maturity model to measure and improve the effectiveness of the Service Request Management practice.
Target audience:
This course is suitable for:
• IT service management professionals
• Service desk and support professionals
• IT operations and service delivery teams
• IT managers responsible for service quality
• Anyone holding an ITIL certification who wants to deepen their practice knowledge
Prerequisites:
• For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Language:
• Engelsk innhold, norsk instruktør
Course material:
The course fee includes electronic course material, Certification test with free second shoot, lunch and refreshment for in class events only.
Certification:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera. Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
How to take the exam:
• 20 questions
• Multiple choice
• 13 out of 20 marks required to pass (65%)
• 30 minutes
• Closed book