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ITIL® 4 Practitioner: Service Request Management Certification Overview
ITIL® 4 Practitioner: Service Request Management Training Course 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
Who should attend this ITIL® 4 Practitioner: Service Request Management Training Course?
This ITIL® 4 Practitioner: Service Request Management Course is suitable for a variety of IT professionals who are involved in managing, coordinating, and implementing service requests within an organisation. A few of the professions who will benefit the most with this ITIL Course are:
- IT Service Management Professionals
- IT Support Staff
- IT Professionals
- IT Project Managers
- Service Desk Analysts and Technicians
- Service Managers and Team Leaders
- Business Managers
Prerequisites of the ITIL® 4 Practitioner: Service Request Management Course
To attend the ITIL® 4 Practitioner: Service Request Management Course, individuals should possess a foundational understanding of ITIL® 4 concepts and ideally have completed the ITIL® 4 Foundation certification.
ITIL® 4 Practitioner: Service Request Management Training Course Overview
The ITIL® 4 Practitioner: Service Request Management Training Course is a specialised course designed to equip IT professionals with the knowledge and skills necessary to effectively manage service requests within an IT service environment. Service request management is a critical process that ensures timely and efficient handling of customer requests for standard services, helping to enhance customer satisfaction.
IT Managers, Service Desk Managers, Service Request Coordinators, and anyone involved in IT service management should prioritise participating in the ITIL® 4 Practitioner: Service Request Management Training Course. This ITIL Course is particularly relevant for professionals seeking to enhance their understanding of service request management principles, processes, and best practices to improve service delivery efficiency.
This 1-day ITIL Certification Training covers a wide range of topics, including service request intake, classification, prioritisation, fulfilment, and closure. Participants will learn how to establish effective service request management processes, automate routine service requests, and optimise service delivery workflows.
Course Objectives
- To understand the importance of service request management in IT service delivery
- To learn service request management principles, processes, and best practices
- To develop skills in intake, classification, prioritisation, fulfilment, and closure of service requests
- To establish effective service request management processes and workflows
- To explore automation and self-service options for handling routine service requests
- To empower IT professionals to improve service delivery efficiency and customer satisfaction through effective service request management practices
Upon completion of the ITIL Certification Course, participants will be equipped with the knowledge, skills, and confidence needed to effectively manage service requests within their IT service environment. They will be better prepared to streamline service delivery processes, enhance customer satisfaction, and optimise resource utilisation, ultimately contributing to improved business performance and success.
What’s included in this ITIL® 4 Practitioner: Service Request Management Training Course?
- ITIL® 4 Practitioner: Service Request Management Examination
- World-Class Training Sessions from Experienced Instructors
- ITIL® 4 Practitioner: Service Request Management Certificate
- Digital Delegate Pack
ITIL® 4 Practitioner: Service Request Management Exam Information
The ITIL® 4 Practitioner: Service Request Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service request management. The exam format is as follows:
- 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
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® 4 Practitioner: Service Request Management Certification. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's ITIL® 4 Practitioner: Service Request Management Certification, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
What our customers are saying
The instructor was very helpful and the course material was very interesting.
Carmelo Abdilla
ITIL® 4 Practitioner: Service Request Management Certification FAQs
Please arrive at the venue at 8:45am.
We are able to provide support via phone & email prior to attending, during and after the course.
The duration of this ITIL Certification Course is [2] day.
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts.
The training fees for ITIL® 4 Practitioner: Service Request Management Certificationin Canada starts from CAD2595
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Service Request Management Certification.
Please see our ITIL® Certification Training courses available in Canada
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Trusted & Approved
Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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