Course information

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

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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.

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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

Our Seoul venue

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To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Seoul is the capital city of South Korea. It has a population of around 10 million people. It is a global power and has a growing economy to rival that of Tokyo, New York City and Los Angeles. It’s been voted to have the second best quality of life in the world. Education is compulsory for children in Seoul until they are in grade ten. There are three specialist science high schools and six foreign language schools in Seoul. The Seoul Metropolitan Office of Education takes care of the schools in the city which include 235 high schools, 80 vocation schools, 377 middle schools and 33 special schools. South Korea’s best universities are located in Seoul. This includes Seoul National University, Yonsei University and Korea University. English is taught in Korean schools but the Korean people rarely get a chance to use it in conversation. In the main cities, English is quite common amongst the locals. The unemployment rate in Seoul is around 4.2%. The national average is slightly lower at 3.5%.

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Address

27F, West Center,
Center 1 building,
67 Suhadong,
Jung-gu,
Seoul

T: +44 1344 203999

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL® Certification Training | ITIL® 4 Practitioner Service Request Management Training in Seoul. 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.

Unlock your potential with The Knowledge Academy's ITIL® Certification Training | ITIL® 4 Practitioner Service Request Management Training in Seoul, 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.

Experience the most sought-after learning style with The Knowledge Academy's ITIL® Certification Training | ITIL® 4 Practitioner Service Request Management Training in Seoul. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led ITIL® Certification Training | ITIL® 4 Practitioner Service Request Management Training in Seoul sessions.

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What our customers are saying

ITIL® Certification Training | ITIL® 4 Practitioner Service Request Management Training in Seoul 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 Seoul starts from $1895
The Knowledge Academy is the Leading global training provider for ITIL® 4 Practitioner: Service Request Management Certification.
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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"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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