ITIL® 4 Practitioner: Service Request Management Certification

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 

• Understand the principles and objectives of Service Request Management as defined in the ITIL® 4 framework 

• Gain skills to design, manage, and optimise request fulfilment processes to meet user expectations and business needs 

• Apply standardised workflows to handle service requests efficiently, ensuring timely delivery and customer satisfaction 

• Learn to integrate automation and self-service tools to improve the speed and consistency of service request handling 

• Support continual improvement by measuring performance and aligning service request practices with organisational goals