ITIL® 4 Practitioner: Service Request Management Certification

• Professional Background: No prior experience in ITIL® or service management is required. However, a basic understanding of IT service management (ITSM) and familiarity with IT operations will enhance the learning experience. 

• Language Proficiency: Learners must have a strong command of English, as all course content, discussions, and assessments are delivered in English. 

• Interest in Service Management: This course is ideal for individuals looking to enhance their knowledge of service request management and improve their ability to deliver high-quality IT services. 

• Master Service Request Management Processes: Gain the ability to manage and process service requests efficiently, ensuring that requests are fulfilled in a timely manner and in line with customer expectations. 

• Improve Customer Satisfaction: Learn techniques to enhance the customer experience by providing streamlined, effective service request management, resulting in higher levels of satisfaction. 

• Understand ITIL® 4 Practices: Explore how service request management fits within the broader ITIL® 4 framework and how to align practices to best support business objectives. 

• Enhance Communication and Collaboration: Develop strategies for effective communication with customers, stakeholders, and team members, ensuring smooth service delivery and collaboration across departments. 

The ITIL® 4 Practitioner: Service Request Management Certification course is designed for professionals who want to enhance their ability to manage service requests and improve IT service delivery. This course is ideal for the following individuals:

• IT Service Managers
• Service Desk Managers
• Service Request Managers
• IT Operations Professionals
• IT Support Staff
• ITIL® Practitioners
• IT Service Management Professionals
• Business Analysts
• Service Delivery Managers 

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 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