Lifelong learning for working professionals
ITIL® 4 Practitioner: Service Request Management

ITIL® 4 Practitioner: Service Request Management

Course Summary

This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the ITIL® 4 Service Request Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

  • 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.

Certification voucher is included in this course. The certification lasts 30 minutes and has 20 questions. You need 13 correst answers to pass the test. The voucher is valid for one year.
Course documentation included in the course price.

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

ITIL 4 training is provided by Olingo, accredited by PeopleCert.

The key concepts of the practice

  • Explain the purpose of the practice
  • Describe the practice success factors (PSF)& key metrics of the practice
  • Explain the key terms/concepts
  • Service request and its main characteristics
  • Service request model
  • Request catalogue

The processes of the practice

  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams

The roles and competencies of the practice

  • Describe the responsibilities of the key roles of the practice
  • Know how to position the practice in the organizational structure
  • How information and technology support and enable the practice

Explain the tools application

  • Know how to apply the recommendations on automation

The role of partners and suppliers in the practice

  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice

How the ITIL capability model can be used to develop the practice

  • Explain how capability criteria support the practice capability development

The recommendations for the practice success

  • Understand the recommendations for service request management success and how they are supported by the ITIL® guiding principles

Course Overview

10 950 kr

1 dag

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Customized Courses

The course can be adapted from several perspectives:

  • Content and focus area
  • Extent and scope
  • Delivery approach

In interaction with the course leader, we ensure that the course meets your needs.

Contact us

Stockholm

  • Tegnérlunden 3
    111 61 Stockholm
  • +46 8 587 116 10

Göteborg

  • Kungsportsavenyen 37
    411 36 Göteborg
  • +46 31 313 94 20

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