ITIL4 Practices: Service Request Management |

ITIL 4 Practitioner: Service Request Management

Learn to deliver an agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

Industry-recognised
certification

Showcase your ability to excel in essential IT service management, and to handle critical tasks in the field.

Employers'
first choice

Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.

New career
opportunities

Advance your career in IT with an ITIL certification, opening doors to new roles and cutting-edge opportunities in the evolving tech landscape.

At a glance

What will you learn?

Key concepts

Understand the purpose and key concepts of Service Request Management, including its role in handling user requests for services, information, and access within the IT infrastructure.

Practice success factors

Learn about practice success factors (PSF) and key practice metrics, essential for measuring the efficiency and effectiveness of Service Request Management in meeting user needs.

Practice processes

Explore Service Request Management processes, including key activities, and discover how to integrate them into your organisation's value stream to ensure timely and effective fulfilment of service requests.

Roles and competencies

Focus on key roles within Service Request Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for efficient request handling and fulfilment.

Information and technology

See how information and technology can support and enable Service Request Management, providing tools and systems for tracking, managing, and fulfilling service requests efficiently.

Partners and suppliers

Explore the role of partners and suppliers in Service Request Management, and learn how to collaborate effectively to enhance service delivery and fulfilment capabilities.

The ITIL Capability model

Discover how the ITIL capability model supports the development of Service Request Management capabilities, ensuring alignment with industry best practices and organisational goals.

Practice success

Learn strategies for succeeding with Service Request Management, and understand how it is supported by the ITIL guiding principles to achieve effective and efficient service request fulfilment.

What skills will you acquire?

Service operation

Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.

Customer service

Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.

AI and automation

Ensure that applications and IT systems meet stakeholder needs, and product features are released on time, within budget and to a high standard of quality.

Trusted by companies worldwide

eLearning

Discover our ITIL 4 Practitioner: Service Request Management

Interactive

Self-paced

Device-friendly

8-10 hour content

Mobile-optimised

Case studies

Practical exercises

Summary

Bite-sized learning modules

Make the best of our eLearning option through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.

Interactive & engaging content

Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.

Self-directed learning

Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.

Learn at your own speed

Take advantage of closed captioning and adjustable player settings to pace yourself and enjoy an effective learning experience.

Real-time progress tracking

Stay on top of your learning with real-time progress tracking. Knowledge checks help deepen your understanding and ensure that you grasp the material as you progress.

Real-world case study approach

Make the best of the case studies included in the course that help you bridge theory and practice.

Structured learning checklist

Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics.

Embedded ITIL glossary

Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.

Seamless canvas integration

Delivered via the Canvas Learning Management System, this course offers a seamless, user-friendly learning experience.

Learning Resource Kit

Expertly crafted content

Course materials were created by the same experts who developed the textbooks and exams for each certification programme, ensuring that the content is accurate, comprehensive and fully aligned with requirements.

Up-to-date and reliable

Rest assured, all your study materials are always current and in sync with the official exams.

Accessible learning

The materials are easily accessible through our online learning management system, and you can download and keep the resources for future reference, even after passing your exams.

Diverse learning resources

Designed for self-directed independent study, our Learning Resource Kit supports a range of learning preferences, including workbooks for in-depth study and Quick Reference Guide.

Exam

20 questions

Multiple choice

30 minutes

Closed book

Pass Mark: 65%

The exam is available in:

English

Exam Essentials

Official eBook

This guide is a valuable exam preparation resource, which will be your go-to reference for your work, further studies or professional development.

Exam Retake

Take your exams stress-free, knowing that you'll get a second chance at the exam if you don't get a satisfactory result on your first try.

Learning Resource Kit

Learn with the Official ITIL 4 Practitioner: Service Request Management Training Materials, which include a detailed Learner Workbook and Quick Reference Guide to support exam preparation and continuous learning.

Official Mock Exam

Closely aligned with the official certification exam, these practice tests are an invaluable tool to boost your confidence. Mock exams replicate the actual test environment, provide a realistic and engaging experience and increase your prospects of success in the real exam.

Keep your certification current

Stay Up to Date with PeopleCert Membership

Becoming a PeopleCert Plus member is the simplest way to keep your certification(s) current. Remain certified by logging Continuous Professional Development points for everyday professional activities, stay up to date on industry trends, sharpen your skills, and set yourself apart on the job market.

Make the Best of our Complete Product Suites

You also have the option to keep your certifications current by enrolling in a different course from the same Product Suite and successfully completing the given exam before your renewal date. Dive into our wealth of resources, including insights into emerging trends and best practices, to build expertise and stay ahead.