ITIL®4 Practitioner: Service Request Management

This module provides understanding and application of the key concepts, principles, value and challenges of the Service Request Management practice.

«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. »

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
• Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.

Audience:

• Everyone having an ITIL certification

Prerequisite:

For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.

Course material:

Official course material will be delivered digital and consist of:

• Course material 
• ITIL Practice guide for Service Request Management

• Content
• Certification

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