ITIL® Service Request Managment

About the course

During the 1-day instructor lead virtual course you will learn to deliver an agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. This course is part of the ITIL® Specialist: Monitoring, Support and Fulfill Course.

What skills will you acquire:

• Develop operational support and analysis skills for ITSM activities, including monitoring and maintaining IT systems and infrastructure.
• Ensure that applications and IT systems meet stakeholder needs, and product features are released on time, within budget and to a high standard of quality.
• Expand your understanding of customer service portals and other software. Acquire skills to identify customer expectations and deliver desired value.

What will you learn

• Understand the purpose and key concepts of Service Request Management, including its role in handling user requests for services, information, and access within the IT infrastructure.
• Learn about practice success factors (PSF) and key practice metrics, essential for measuring the efficiency and effectiveness of Service Request Management in meeting user needs.
• Explore Service Request Management processes, including key activities, and discover how to integrate them into your organisation’s value stream to ensure timely and effective fulfilment of service requests.
• Focus on key roles within Service Request Management, and understand how to position the practice effectively within your organisation. Develop the necessary competencies for efficient request handling and fulfilment.
• See how information and technology can support and enable Service Request Management, providing tools and systems for tracking, managing, and fulfilling service requests efficiently.
• Explore the role of partners and suppliers in Service Request Management, and learn how to collaborate effectively to enhance service delivery and fulfilment capabilities.
• Discover how the ITIL capability model supports the development of Service Request Management capabilities, ensuring alignment with industry best practices and organisational goals.
• Learn strategies for succeeding with Service Request Management, and understand how it is supported by the ITIL guiding principles to achieve effective and efficient service request fulfilment.

Training materials

• Peoplecert official ITIL® Service Request Management Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
• Peoplecert ITIL® Service Request Management online training environment
• Peoplecert official ITIL® Service Request Management Book (Digital Version)
• ITIL® Service Request Management Exam Voucher to take the exam within 12 months after completing the course

Audience

The ITIL® Service Request Management course is intended for those who have passed the ITIL5® Foundation exam and want to acquire a detailed understanding of the ITIL Service Request Management Practice.

Requirements

You must have passed the ITIL5® Foundation exam or the ITIL4® Create, Deliver and Support exam.