ITIL 4 PRACTITIONER SERVICE REQUEST MANAGEMENT

Summary

This module provides understanding and application of the key concepts, principles, value and challenges of the Service Request Management practice.

The ITIL 4 Practitioner: Service Request Management practice module is for IT professionals who want to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

Target Audience

• Individuals continuing their journey in service management
• ITSM Managers and aspiring ITSM Managers
• IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high velocity environments
• Existing ITIL qualification holders wishing to update their knowledge.

prerequisites

• ITIL® Foundation Certificate in IT Service Management
• Training through an Accredited Training Organisation

Skills Gained

At the end of this course, attendees will have an understanding of the following:

• Establish clear and structured patterns and methods of working
• Reduce costs associated with request handling and fulfilment
• Achieve realistic fulfilment expectations and higher resulting levels of user satisfaction
• Fulfil SLAs with service consumers
• Improve standing or reputation with the service consumer due to higher service quality and clear user expectations
• Measure, assess and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.

Certificate and Exam

ITIL 4 Practitioner: Service Request Management