ITIL® 4 Practitioner: Service Request Management Certification

ITIL® 4 Practitioner: Service Request Management Certification Outline

Module 1: Key Concepts of the Practice 

• Purpose of the Practice 

• Practice Success Factors (Psf) Key Metrics of the Practice 

• Key Terms/Concepts 

• Service Request and Its Main Characteristics 

• Service Request Model 

• Request Catalogue 
   

Module 2: Processes of the Practice 

• Inputs and Outputs of the Processes 

• Key Activities of the Processes 

• Integrate the Practice in the Organisation’s Value Streams 
   

Module 3: Roles and Competencies of the Practice 

• Responsibilities of the Key Roles of the Practice 

• How to Position the Practice in the Organisational Structure? 
   

Module 4: How Information and Technology Support and Enable the Practice 

• Tools Application 

• How to Apply the Recommendations on Automation? 
   

Module 5: Role of Partners and Suppliers in the Practice 

• Dependencies of the Practice on Third Parties 

• How Partners and Suppliers Can Support the Practice? 
   

Module 6: How the ITIL Capability Model Can Be Used to Develop the Practice 

• How do Capability Criteria Support the Practice Capability Development? 
   

Module 7: Recommendations for The Practice Success 

• Recommendations for Service Request Management Success and How they are Supported by the ITIL Guiding Principles 

What You’ll Learn in this Course

This course takes you from understanding ITIL® service request principles to applying practitioner-level techniques for efficient and value-driven service delivery. Each stage builds capability to optimise request handling and improve user satisfaction. 
 

• Learn ITIL® 4 guidelines for effective service request management 

• Learn to design streamlined request workflows and approval processes 

• Learn how to apply automation and digital tools to enhance service delivery 

• Learn to manage communication and expectations with end users 

• Learn governance and continual improvement practices for request handling 

• Learn to align service requests with business value and IT service objectives 

ITIL® 4 Practitioner: Service Request Management Exam Information 

The ITIL® 4 Practitioner: Service Request Management Exam assesses the ability to apply ITIL® practices in real service environments. 
 

• Type of Questions: Multiple Choice  

• Total Questions: 20  

• Number of marks: 20 Marks  

• Pass mark: 65%, or 13/20 Marks  

• Duration: 30 Minutes  

• Open Book/Closed Book: Closed book